Calling 9-1-1

What happens when I call 9-1-1 for Paramedic Services?

Initially, a caller will contact a 9-1-1 operator who will direct them to one of three emergency service operators; police, ambulance or fire service, depending on the nature of the emergency. When the call is directed to the London Central Ambulance Communication Centre, the caller’s address and telephone number are displayed to the call receiver, provided they have called in on 9-1-1 from a residence or business (not cellphone).


When the pick-up location (patient location) is confirmed, the information from the display is downloaded into the ambulance communication service’s Computer Aided Dispatch system (CAD). The Ambulance Communications Officer (ACO) will then ask the caller a series of questions to prioritize the emergency call. Once a priority has been decided, the call is sent to the assigned ACO for paramedic unit assignment.

“I just wanted to let you know how grateful I was to the paramedic team who came to my rescue. So caring & kind. Please convey my heartfelt thanks for their professionalism & care.”

While the ambulance is on the way, the ACO will continue to ask some scene-specific questions (e.g. entrance location) and then provide the caller with instructions on how to help the patient prior to the arrival of paramedics. These instructions include basic first aid and depending on the severity of the patient could also give callers instructions on CPR, and assist choking patients.

You will also receive instructions from the ACO to do important things that will assist the paramedics when they arrive. Those instructions include unlocking doors, turning on lights, putting away any pets and gathering medication and/or doctors’ information.

Cool Aid Medical Information Form

Cool Aid Medical information Form is helpful in the event that you fall victim to a medical emergency that leaves you unresponsive or unable to speak. A Cool Aid Form will inform paramedics or any other first responder of your personal and medical information that may be needed to save your life. By placing a current and complete form on your fridge door, or keeping a copy with medications paramedics will have access to your key medical information in one place. Having a Cool Aid Form is highly encouraged regardless of age, gender, ethnicity, or medical frailty.

If you would like a Cool Aid medical information form mailed out to you, please contact @email 

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Right Call Right Care

right call right care