BBC FoI reveals extent of ambulance 999 abuse

Figures obtained from a BBC Freedom of Information (FoI) request has found hundreds of verbal attacks in the past three years including threats to kill, racist and sexual slurs.

The BBC FoI was sent to all 10 ambulance trusts in England, the Welsh Ambulance Service, Northern Ireland Ambulance Service and the Scottish Ambulance Service and asked about abusive calls recorded in the years 2016-15, 2015-14, 2014-13.

The data showed that the West Midlands Ambulance recorded 1,924 instances when a caller was abusive, including six cases where a report was completed due to a significant threat or concern.

The union Unison has called on the government to bring in tougher punishments to deter abusive callers.

Currently there is no specific law to prevent people abusing ambulance control room staff, however, offenders can be prosecuted under the broader Communications Act 2003 and the Protection from Harassment Act 1997, which carries a six month sentence.

Christina McAnea, Unison's head of health, said: “Ambulance staff spend their working days helping the public and trying to save lives, but while most people are grateful and appreciate the difficult jobs they do, there's a minority who think it's fine to abuse and harass them to a shocking degree.

"Ambulance trusts must make it clear they will show no mercy to offenders and prosecute anyone who intimidates, threatens or abuses their staff."

Steve Elliker, the West Midlands Ambulance general head of security and safety, added: “It's extremely disappointing that our staff are subject to verbal abuse when all they are trying to do is help members of the public with medical emergencies. Where there is a threat of violence to the individual call handler we work with the police to bring the full weight of the law on that individual."

A spokesman for the Home Office countered: "Emergency call handlers must be treated with respect and civility as they perform their vital role protecting and supporting members of the public in difficulty.

"The police have powers under the Communications Act 2003 and the Protection from Harassment Act 1997 that they can use to investigate and charge those who harass call handlers over the phone when reports of this despicable behaviour are made."