Singapore will start a nation-wide trial from 1 June 2025 to redirect non-life-threatening 995 calls to trained nurses, freeing up ambulances for real emergencies.
KEY POINTS
IN SIMPLE TERMS
When you call 995 for something that is not a life-or-death emergency, instead of sending an ambulance, the call centre will connect you to a trained nurse at NurseFirst who can give you medical advice over the phone. This way, ambulances can focus on people who really need them urgently.
WHY IT MATTERS
WHERE DO YOU STAND?
Do you think redirecting non-life-threatening 995 calls to a nurse helpline is the right way to free up ambulances for real emergencies?
👍 👎 Vote ↓Singapore is changing how it handles non-life-threatening 995 calls by using trained nurses to guide patients and free up ambulances for real emergencies.
In a press release by MOH, Singapore will start a nation-wide trial on 1 June 2025 to refer some 995 calls to a medical triage helpline called NurseFirst.
This trial is a pilot run by Singapore Civil Defence Force (SCDF) and Woodlands Health (WH).
SCDF answers most ambulance calls in Singapore by using the 995 emergency number.
This change directs people with non-life-threatening issues to trained nurses who give real-time medical advice and suggest suitable care options through an effective medical triage system.
According to MOH, “From 1 June 2025, the Singapore Civil Defence Force (SCDF) and Woodlands Health (WH) will pilot a nation-wide trial to refer non-life-threatening 995 calls to a medical triage helpline.”
The move forms part of Singapore’s plan to prioritise timely emergency response and keep ambulances for those most in need.
Demand for Emergency Medical Services (EMS) is rising fast.
In 2024, SCDF received 245,279 EMS calls.
This means there were about 672 calls every day.
That is a 57% increase from 2014.
More calls are expected because Singapore’s population is ageing and health needs are increasing.
As quoted in MOH, “This will enable SCDF to reduce conveyances to EDs, and focus SCDF and hospitals’ resources on life-threatening cases, such as patients experiencing cardiac arrest or severe breathing difficulties.”
MHA and MOH back the trial in Singapore.
Woodlands Health (WH) runs the NurseFirst helpline.
NurseFirst is staffed by trained nurses and has emergency doctor support.
The first pilot started in the Northern district on 4 February 2022.
The new pilot expands nurse support to all of Singapore.
Nurses use a medical triage system to assess callers’ symptoms.
They suggest the best step, such as seeing a GP nearby, managing at home, or using a non-emergency ambulance.
According to MOH, “The public is also encouraged to call the NurseFirst helpline directly at 62626262 for non-life-threatening medical conditions, to receive timely medical advice at no cost.”
All 995 medical calls go first to SCDF’s Operations Centre.
Call-takers use the Advanced Medical Protocol System to check how serious the case is.
The system asks about consciousness, breathing, and symptoms to decide if it’s an emergency.
The nurse will give advice and can suggest other care like calling 1777 for a non-urgent ambulance or visiting a doctor.
Use 995 only for real emergencies.
Examples:
If your case is minor (see below), you can call NurseFirst at 62626262 or visit a nearby GP or 24-hour clinic.
This pilot will run for six months from 1 June 2025.
SCDF and WH will track the results and review if it should continue after that.
The trial will check if using the healthcare helpline helps save ambulances for important cases and reduces strain on Emergency Departments.
Singapore has done a lot to control rising ambulance demand before this NurseFirst helpline trial.
| Date | Initiative |
|---|---|
| June 2009 | SCDF used Private Ambulance Operators, adding more EMS ambulances. |
| April 2013 | EMT scheme began – fire and rescue staff trained as Emergency Medical Technicians. |
| April 2017 | EMS Tiered Response Framework – matches team and speed to the emergency. |
| April 2017 | Medical call triage system for 995 calls began. |
| April 2017 | EMTs deployed on fire bikes for quicker help. |
| April 2019 | More EMTs and new CPR methods for life-threatening cases. |
| April 2019 | Non-Conveyance Policy: Paramedics may not bring non-emergencies to hospital. |
| March 2023 | Non-Dispatch Policy: Ambulances are not sent for non-emergencies. |
| July 2024 | Longer wait times (up to 20 minutes) for non-urgent calls so resources focus on real emergencies. |
Here are some cases likely to be referred to NurseFirst:
This list is not full, but real emergencies should still go to 995.
From 1 June 2025, the Singapore Civil Defence Force (SCDF) and Woodlands Health (WH) will pilot a nation-wide trial to refer non-life-threatening 995 calls to a medical triage helpline.
This will enable SCDF to reduce conveyances to EDs, and focus SCDF and hospitals’ resources on life-threatening cases, such as patients experiencing cardiac arrest or severe breathing difficulties.
The public is also encouraged to call the NurseFirst helpline directly at 62626262 for non-life-threatening medical conditions, to receive timely medical advice at no cost.
Do you agree that referring non-life-threatening 995 calls to a nurse helpline is a good way to save ambulances for real emergencies?
Do you think redirecting non-life-threatening 995 calls to a nurse helpline is the right way to free up ambulances for real emergencies?
Be the first to weigh in.
