7 April 2021
REQUEST UNDER THE FREEDOM OF INFORMATION ACT 2000
Further to your enquiry, which we received on 11 March 2021, you requested the following
information: I am writing to request information on the categorising of calls such as what case fits
under what category and the response level usually sent to the call and what units
should be sent including community first responders, BASICS doctor's and HEMS
All 999 calls at West Midlands Ambulance Service are assessed using the NHS Pathways
triage tool, which uses information obtained from a defined set of questions to determine the
most suitable level of care. This process is individual to each call and patient, to include the
presenting symptoms and in cases of trauma, the mechanism and severity of the injury.
Calls mainly fall into the categories outlined in the guidance from NHS England’s ECPAG,
Emergency Call Prioritisation Advisory Group which is available on the NHS England website NHS England » Ambulance Response Programme
From a response point of view, the Trust will resource incidents depending on the nature and
severity of each case. We do have a pre-determined response to Category 1 calls which
would always include an ambulance.
Specialist resources such as doctors, the HART Team and air ambulances are assigned on
a case-by-case basis depending on the circumstances of the injury or illness.
Community First Responders (CFR’s) are only responded to Category 1 and 2 calls within
their specified response radius, in line with CFR governance.
If you are dissatisfied with our response you have the right to appeal in line with guidance
from the Information Commissioner:
In the first instance you may write to the Chief Executive Officer of this Trust
• Anthony Marsh
Tel: 01384 215555
The Chief Executive Officer will then appoint a nominated deputy to oversee and respond to
the appeal with their approval.
Should you disagree with the contents of this letter you have the right to appeal to the
Information Commissioner at:
• Information Commissioner’s Office,
Tel: 0303 123 1113 www.ico.org.uk
If you require further clarification, please do not hesitate to contact us.
Freedom of Information Officer