What to do — and what to avoid — in the first minutes when a loved one suddenly becomes ill or you witness an accident.
1. Safety first
Do not put yourself in danger. In situations such as a traffic accident, fire or electric shock, first make sure the scene is safe. If it is not, stay away and make the call while waiting for help.
2. Call immediately
If a life is at risk, call 112; you can also call our 24/7 line. If several people are present, one should call while another stays with the patient.
3. Give a clear address
The most common delay is caused by an incomplete address. Give:
- District, neighbourhood, street and building number
- Floor and flat
- A recognisable landmark (“behind the school”)
If you have a smartphone, you can share your location via WhatsApp with the Send location button on our website.
4. Describe the patient’s condition
Short, clear information is enough: Are they conscious? Breathing? Is there bleeding? When did it start? If known, their medications and allergies.
5. Stay on the line and follow instructions
The team taking your call may tell you what to do until help arrives. Put the phone on speaker and follow their guidance.
6. What to avoid
- Do not move someone who has had an accident unless there is an immediate danger (fire, traffic); there may be a neck or spinal injury.
- Do not give food or drink to someone who is not fully conscious.
- Always consult the emergency call centre before trying to take the patient in your own car.
7. Meet the team
Open the door and, if possible, have someone wait outside. Call the lift to the ground floor, put pets in another room and have the patient’s ID and medication list ready.