Emergency Operations Centre
From our offices in Newburn and Hebburn, NEAS operates the 999, NHS111 and transport services for our geographical area.
Emergency call operators are the first point of contact with patients in need of front line medical care or transportation and, as you can imagine, this is not like your usual contact centre.
While not every 999 or 111 call we deal with is a life threatening emergency, our emergecny call operators utilise a medical assessment tool called NHS Pathways as well as their excellent communication, questioning and problem solving skills to assess patient need and provide the relevant level of medical assistance.
Our 999 and NHS111 call taking operations can be very rewarding in busy and pressured environments. We are open 24 hours a day, 7 days a week for 365 days of the year.
Emergency call operators respond to a high volume of calls and requests from the public. They can be explaining to a caller how to give CPR (Cardiopulmonary Resuscitation) to someone who has collapsed one minute and explaining to a mother how to deal with nappy rash the next.
Call operators are supported by our multi-disciplinary team of clinicians within our
Integrated Urgent Care Clinical Assessment Service (IUCCAS)
We also have a team of operators who handle calls from the public, doctors, care homes, hospitals and other medical providers, planning and arranging thousands of journeys daily for those people who cannot make their own way to hospital appointments, their regular customers include cancer and dialysis patients.