'My alligator has escaped' among 999 ambulance calls

An escaped pet alligator, a chipped tooth and a finger stuck in a beer bottle were just some of the bizarre 999 calls made to the Welsh Ambulance Service in the past year.

Of the 426,116 calls to the Welsh Ambulance Service NHS Trust (WAST) during 2024, more than 63,000 (15%) were not a life-or-death emergency.

That is an average of 175 inappropriate calls to the service every day.

The trust has previously warned 999 timewasters put other people's lives at risk.

WAST has introduced a new process whereby paramedics or nurses in the control room will assess calls and ensure patients get the "most appropriate" help.

Andy Swinburn, trust executive director, said: "Our emergency ambulance service exists for those whose life is in imminent danger.

"That's people in cardiac arrest, those with chest pain or breathing difficulties, loss of consciousness, choking, severe allergic reactions, catastrophic bleeding or someone having a stroke.

"Most people know the difference between an emergency and something that is just uncomfortable or irritating but not life-threatening, so if you don't need that time-critical intervention, it's really important to apply common sense and make the right call."

However, one person wanted an ambulance because they were locked out of their house, while another called 999 for a toenail cutting mishap.

The trust has released the transcripts of some of the most inappropriate calls received by its call handlers.

Operator: Is the patient awake?

Caller: Yeah, it's an alligator.

Operator: Pardon?

Caller: It's a pet alligator. It's got loose and I'm scared to death. I don't like it. I do not like it. I think it's under the sofa.

Operator: Right, OK, we won't be able to send an ambulance for an alligator that's escaped.

Caller: Right, so unless I get bit?

Operator: Unfortunately, we can't send an ambulance for an alligator. Perhaps you can ring your vet?

Caller: Hi, the bracelet is on my wrist and I can't take it off. It's so tight.

Operator: Is your breathing normal for you?

Caller: Yeah, I'm breathing normal but I'm still suffering.

Operator: You're suffering?

Caller: Yeah. How much will the ambulance cost?

Operator: It doesn't cost anything.

Caller: It's free, right?

Caller: I'm locked out of the house and I'm trying to get in.

Operator: So, what's the reason for the ambulance?

Caller: I'm cold and I'm trying to get into the house.

Operator: Is the patient awake?

Caller: Oh yeah, there's no problem with that. It's just she needs to be treated on her hand.

Operator: Is she breathing?

Caller: No problem with all that, it's a hand injury that needs sorting out.

Operator: How did this happen?

Caller: We were practising kung fu.

In response to the number of non-emergency requests, the trust has introduced rapid clinical reviews of all calls.

But Executive Director of Operations Lee Brooks added: "We still need the public to take ownership of their health and wellbeing at a time when NHS services are stretched beyond measure."

People are being urged to use the NHS 111 Wales website, visit GPs or local pharmacists as well as minor injuries units if they are not seriously ill or injured, or there is no immediate threat to life.