- Singapore will start a nation-wide trial on 1 June 2025 to refer non-life-threatening 995 calls to the NurseFirst helpline.
- The trial aims to ease demand on ambulances and Emergency Departments so that life-threatening cases get help faster.
- The public can call NurseFirst at 62626262 for free medical advice on non-urgent issues from 8:00am to 11:00pm daily.
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.
Overview of the Nation-Wide Trial
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.
Why Is the Trial Needed? Growing EMS Demand
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.
- SCDF and hospitals can focus resources on life-threatening emergencies
- Cardiac arrest and severe breathing troubles get priority
- Other countries like the UK, Japan, Denmark, and Finland use similar healthcare helpline models
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.
About the NurseFirst Helpline
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.
- Open 8:00am – 11:00pm daily
- Callers get the advice for free
- The public can call 62626262 directly at any time during opening hours
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.”
How Will 995 Referrals Work?
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.
- If the call is non-life-threatening, the call is transferred to NurseFirst
- Key patient details are shared before the transfer to keep things smooth
- If things get worse while talking to NurseFirst, SCDF sends an ambulance immediately
- Outside 8:00am to 11:00pm, SCDF will follow their normal rules for non-urgent 995 cases
The nurse will give advice and can suggest other care like calling 1777 for a non-urgent ambulance or visiting a doctor.
When Should I Call 995 in Singapore?
Use 995 only for real emergencies.
Examples:
- Cardiac arrest
- Severe breathing difficulties
- Major injuries or accidents
If your case is minor (see below), you can call NurseFirst at 62626262 or visit a nearby GP or 24-hour clinic.
How Long Will the Trial Last?
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.
Past Actions to Manage EMS Demand
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. |
What Counts as a Non-Life-Threatening Condition?
Here are some cases likely to be referred to NurseFirst:
- Mild cold and flu symptoms
- Minor strains, sprains, or limb pain
- Cuts with no active bleeding
- Nosebleeds or minor headaches
- Mild diarrhoea or vomiting
- Minor allergic reactions
- Animal bites without allergic signs or heavy bleeding
- Choking episodes with no more symptoms
- Burns covering less than 15% of the body
- Minor eye troubles (red eye, irritation)
This list is not full, but real emergencies should still go to 995.
Key Quotes from 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.
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?
