Hato Hone St John thanks the control room teams behind 111 calls

Hato Hone St John is recognising the teams in its Integrated Operations Centres during International Control Room Week, which runs from 26 October to 1 November 2026.

Over 2,000 calls for an ambulance are received each day. Hato Hone St John says the centres now do far more than answer 111 calls and send ambulances.

Emergency medical call handlers listen, assess what is happening, identify how urgent it is and give immediate instructions where needed. Dispatchers arrange ambulance resources as conditions change.

Clinicians can give further assessment and advice. For suitable patients, they help connect people with other healthcare services.

Doug Gallagher, General Manager Ambulance Operations for the Integrated Operations Centre, describes the work behind the response as an important part of patient care. Several people often contribute to a patient’s care before an ambulance arrives, Gallagher explains.

Calling 111 does not always mean a vehicle will be sent. Transport to an emergency department is not always the right outcome either.

Operational teams monitor ambulance demand and available resources. This helps make sure ambulances go to the patients who need them most.

The centres support patients and frontline ambulance personnel 24 hours a day, 365 days a year. Gallagher adds that the week is first about thanking staff, and also about helping people understand the expertise behind each ambulance response.