At dusk, a RISA crew wheels a stretcher from an ambulance to a family waiting at their gate

While you wait

Help is on the way. Here is how to help it.

A few simple steps make the minutes before the crew arrives calmer and safer. Follow the call taker first, then use this page as a checklist.

Open the checklist Call 1800 108 1800

Lights onGate open

01Stay on the lineThe call taker guides you
02Be visibleLights on, gate open
03Papers readyReports, ID and medicines
04Stay closeSomeone with the patient

At the door

Four things that save the crew time

Small steps at your door help the crew reach the patient sooner.

1Door open and light onA lit doorway is easy to find, even at night.
2Someone at the gateTo wave the ambulance in and lead the crew.
3Bag with papers and medicinesID, reports and the medicines the patient takes.
4Gate open for the stretcherClear space from the road to the door.

Checklist

Eight things to do while you wait

Tick them off as you go. If the call taker gives you different instructions, follow the call taker.

The crew will call if they need directions. Keep the phone you called from free and close.

A RISA crew member helps an elderly man in a wheelchair at the door of his home — **Stay together**Someone with the patient

Your checklist

While you wait

Stay on the lineFollow the call taker's instructions.
Keep the phone freeThe crew may call you for directions.
Switch on the lightsPorch, gate and stairway lights.
Open the gate and doorClear space for a stretcher.
Send someone to the roadTo wave the ambulance in.
Hold the liftIf you live in an apartment.
Pack a small bagID, reports, medicines and a charger.
Secure petsSo the crew can move freely.

Tick each step as you go. Nothing here is sent anywhere.

Do and avoid

Simple rules for the minutes before help arrives

Do

Keep the patient comfortable and still
Loosen tight clothing around the neck and chest
Note the time the symptoms started
Gather the list of medicines the patient takes
Stay calm and keep children away

Please avoid

Giving food or drink unless the call taker says so
Moving someone who may have a neck or back injury, unless they are in danger
Driving the patient yourself if you have called an ambulance
Crowding around the patient
Hanging up before the call taker tells you to

Help the crew find you

Every landmark helps

A son calls for help while his mother comforts his father — **Call first**Then follow the call taker.

A RISA ambulance with crew outside an apartment tower — **Point to the tower**Name the gate and the tower.

A RISA crew hands over a patient at a hospital entrance — **Travel together**One family member can come along.

Share a landmark

A temple, school, shop or gate the driver can see from the road.

Name your gate

Societies with many gates: tell the call taker which one.

Lifts and stairs

Say which floor and whether there is a lift that fits a stretcher.

Clear the way

Move vehicles, bikes and shoes from the path to the door.

Emergency · Toll free · 24x7

Still waiting and worried?

Call back on 1800 108 1800. The command centre can tell you where the ambulance is.

Call now1800 108 1800

Questions and answers

Before the ambulance arrives, answered

In an emergency, call 1800 108 1800 at any hour. For anything else, write to contact@smartambulance.com.

Visit the help centre

Should I give the patient water or medicine?

Only if the call taker tells you to. Some conditions get worse with food, water or the wrong medicine.

Can I follow the ambulance on my phone?

Yes. A link to follow the ambulance can be shared with you once it is on the way.

What should I pack?

The patient's ID, recent reports, the medicines they take, a phone charger and a small amount of money.

How many people can travel with the patient?

Usually one family member. The crew will confirm on arrival.

What if the patient's condition changes?

Call 1800 108 1800 again and tell the call taker. They will update the crew.

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