Getting help in a medical emergency
If you need urgent medical help, call 111 and ask for an ambulance. Find out when to call an ambulance, what to expect and what you can do while you are waiting for help to arrive.
Deaf or speech impaired emergency text service
There is an emergency text service to text for an ambulance if you are deaf, hard of hearing or speech impaired.
- Text: 0800 16 16 16
Before you can use it, you need to register on the New Zealand Police website.There are videos explaining how to register, how to use the service and how to change your registration.
What to expect when you call for an ambulance
When your 111 call is answered, the operator will ask what service you need — police, ambulance or fire. Ask for ambulance.
The person on the phone will transfer your call to an ambulance operator (call handler). They will ask you questions to decide how best to help you. They will ask for information on:
- what the emergency is and what has happened
- your exact address or location
- the phone number you are calling from ( in case they need to call you back)
- whether the person is awake, breathing, or if they have any chest pain
- details about their injury (if they are injured).
The call handler will talk you through what you need to do to help the person. Stay on the call. Do not hang up until the call handler tells you to. They will make sure you have the help you need.
They will decide whether the injured or unwell person needs an ambulance immediately, soon, or not at all.
If they decide you do not need an ambulance right away, they might get a nurse or paramedic (a person trained to give emergency medical care) to call you back.
They may also tell you to take the person to an emergency department, if you are able to.
If you are no longer on the phone to the ambulance operator and the person's situation changes, call 111 again.
Waiting for the ambulance to arrive
The call handler might stay on the call with you and tell you how should care for the person until the ambulance arrives. This is particularly important if the condition is life-threatening.
This may include talking you through:
- how to check for breathing
- how to position the person
- how to do CPR.
If the call handler is not still on the phone, while you are waiting for the ambulance you should:
- stay calm
- reassure the person
- call 111 again if the person's condition changes — otherwise, keep your phone free.
When the ambulance arrives
When the ambulance arrives, the paramedics will assess the sick or injured person. They may decide to take them to the nearest emergency department.
If the ambulance team decides it is not a medical emergency, they may give first aid. They might suggest the person goes to an after hours clinic or sees their healthcare provider instead.
The cost of an ambulance
There may be a cost if you call an ambulance, or if an ambulance is called for you.
You may have to pay a part-charge in some parts of New Zealand. In other areas it might be free (Wellington and the Wairarapa).
Hato Hone St John offers an annual ambulance membership. You can pre-pay an annual fee. If you need an ambulance for a medical emergency, you will not pay any part charges.
Ambulance membership — Hato Hone St Johnexternal link
If you have a medical alarm, the cost of an ambulance call out might be covered. Check with your provider.
If the ambulance call out is a one-off and you cannot afford it because of hardship, you may be able to get financial help through Work and Income.
Mental health emergencies
If someone is having a mental health crisis and needs to be physically stopped from trying to end their life, call the police immediately on 111. Stay with them until the police arrive.
If you or someone you know needs mental health support urgently but you do not think anyone's safety is immediately threatened, call your local mental health crisis team.
Mental health crisis assessment teams
You can also call:
- Suicide Crisis Helpline 0508 828 865external link
- Lifeline 0800 543 354external link or txt 4357