People in Wales have called 999 in the last year because they lost their house keys, someone had an ingrown toenail and someone cut their finger but didn’t have band-aids.

The Welsh Ambulance Service released details of some of the “inappropriate” calls that paramedics received last year. Of the 448,994 incidents registered by the service last year, nearly a fifth were non-urgent, including people with hair dye in their eyes.

Another person called 999 because they couldn’t sleep, and another person ran out of medicine. Below are examples of some of the actual 999 calls made to emergency services over the past 12 months.

The number of urgent and life-threatening 999 calls that take too long to arrive is skyrocketing

call 1

Operator: Ambulance, what is the address of the emergency room?

Caller: Hello, I’m not sure if it’s an emergency or not, but I’m very worried about my ingrown toenail. He’s blushing a little.”

call 2

Operator: Ambulance, what is the full address of the ambulance?

Caller: I accidentally cut my finger and it won’t stop, what should I do?

Operator: Yes, do you need an ambulance?

Caller: Yes, because I don’t think it has any patches.

call 3

Operator: Ambulance, what is the full address of the ambulance?

Caller: Hi, sorry, I don’t know who else to call. My keys are gone. I basically walked out and someone took my keys or something. I can’t find my keys. I just want to get in

Operator: Do you need an ambulance?

Caller: I just want someone to open the door for me, please.

Operator: Sorry, we didn’t help you get the keys to open the door. We can’t send you an ambulance.

Caller: You are a bitch. I need someone to help me open my damn door.

Operator: Unfortunately, we are an ambulance service.

Caller: Go away you filthy piece of shit.

call 4

Operator: Ambulance, what is the full address of the ambulance?

Caller: Hi, I cut my finger and cut the nail a bit and it’s still bleeding.

Operator: Tell me exactly what happened.

Caller: I cut part of my nail. The rest of the finger is fine. not sure what [I should be] call a taxi to the hospital. So I called 911.

call 5

Operator: Tell me exactly what happened.

Caller: I haven’t been sleeping at all and I need medicine. I need to get some sleep and I need an ambulance to take me to the hospital.

call 6

Operator: Ambulance service, provide the full address of the emergency service.

Caller: I’m out of inhalers and can’t make it until Monday.

Operator: Excuse me?

Caller: I need new inhalers.

Operator: We can get you an ambulance if that’s what you need, but we can’t get you medicine.

Caller: I need an ambulance, go see if you have any medicine.

call 7

Operator: Tell me exactly what happened there.

Caller: Your finger is very swollen. This is very bad. Yes, she needs to get that ring pierced. I’ll see the ambulance when they arrive. How long is the ambulance, sorry?

Operator: When did this happen?

Caller: It’s been a while. She had it for a while.

Operator: Is it possible to somehow arrange your own transport to the hospital?

Caller: No, we’re all a little drunk right now. Nobody can drive.

Operator: Can you arrange a taxi?

Caller: Um, maybe I can call her, yeah.

call 8

Caller: Tell me exactly what happened there.

Operator: Around seven o’clock at night, they dyed my hair. I called the office and they called me back around 8. They told me to wash my eye again so I did it again and it still hurts.

Caller: So it’s hair dye in the eyes?

call 9

Operator: Ambulance, what is the full address of the ambulance?

Caller: Yes hello I’m trying to open my door but my neighbor won’t open but I’m trying to go home and try to sleep but they’re out and not coming home anytime soon. This is an emergency because I have to be sick and I need to go to the bathroom.

Operator: Okay, do you need an ambulance?

Caller: Um, it’s not an ambulance. I think I can get sick in the urn?

Operator: Unfortunately, we can’t let you go home. Do you need an emergency ambulance for medical reasons?

Caller: It’s not an emergency, but I can’t go into my house to get sick.

Operator: Are you alone now?

Caller: Yes, right now, and it’s really starting to rain.

The trust reminded people to only call 999 in a serious or life-threatening situation. CEO Jason Killens said: “Our ambulance service exists to help people who are seriously ill or injured, or when their lives are in immediate danger. These are people who have stopped breathing, people with chest pain or difficulty breathing, unconsciousness, choking, severe allergic reactions, catastrophic bleeding, or people who have suffered a stroke.

“People with an ingrown toenail still need medical attention, but calling 999 for it is completely inappropriate when there are so many other ways to get help. Some of the callers last year had no clinical need: they had lost their house keys.

“Our paramedics and technicians are highly trained professionals with emergency skills, but locksmiths are not.”

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Non-urgent calls make up about a fifth of the 999 calls and the time spent dealing with them could be used to help someone in a life or death situation. Director of Paramedics, Andy Swinburne, said the Ambulance Service exists to provide critical interventions to people whose lives are in immediate danger.

He said: “We each have a responsibility to use NHS services wisely and protect them for those who need them most.” He also criticized those who used “disgusting” language when speaking to emergency responders. He added: “Some of the words we hear from callers are absolutely disgusting. We know it’s frustrating to wait for help, but abusing our call operators isn’t the answer – it can delay help.

“And along the way, teams may have no choice but to leave the scene if their safety is at risk, and that’s not good for anyone, especially patients. Emergency workers are regular people just trying to do their jobs.

“They’re here to help you, so give them the credit and respect they deserve.”

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