Is This an Emergency?
Start with what you see.
You don’t need to know what’s causing the problem before you call. Describe what’s happening.
If the Person Is on Hospice
Call the hospice 24-hour number first for a change in condition, including:
- breathing changes
- pain
- agitation
- confusion
- less responsiveness
- trouble swallowing
- medication questions
- a possible death
Say:
“The person is on hospice. This is what changed: [describe what you see]. I don’t know if this is expected or what I should do next.”
Not sure whether the change is expected? Call and ask. That’s what the 24-hour number is for.
Before the call ends, ask:
“When should I expect someone to call me back, and is a nurse coming?”
If no one responds by then, call the 24-hour number again and ask for the nurse on call or the clinical supervisor.
When a Hospice Patient Still Needs 911
Call 911 for immediate danger, such as:
- choking and unable to breathe
- a serious injury
- fire, violence, or a weapon
- a serious accident
- someone other than the hospice patient is seriously hurt
If things become dangerous while you’re waiting for hospice, call 911.
If you aren’t sure which call to make, call hospice and describe what you see.
If you call 911, call hospice afterward and tell them emergency responders are coming.
If the Person Isn’t on Hospice
Call 911 if someone may be seriously hurt, can’t breathe, can’t be woken, is choking, or is in immediate danger.
If you think it’s an emergency, treat it as one. Let the dispatcher decide what happens next.
If the problem needs prompt medical attention but doesn’t seem life-threatening, call the clinician or care team responsible for the person.
Say:
“This is what changed: [describe what you see]. Does the person need to be seen now, and what should we do next?”
Ask who handles urgent problems after hours.
If you’re told to wait, ask:
“What should make me call back or get help sooner?”
Match the Call to What’s Happening
Suicide, mental health, or emotional crisis. Call or text 988. You can call because you’re worried about someone else. Veterans and service members can call 988 and press 1, or text 838255.
Medication mistake, poisoning, or harmful exposure. Call Poison Control at 1-800-222-1222. Don’t wait for symptoms or try to judge the risk yourself. If the person collapses, has a seizure, has trouble breathing, or can’t be awakened, call 911.
Home health or palliative care is involved, and symptoms are worsening but not life-threatening. Call that team. If the program doesn’t have 24-hour clinical coverage, ask who handles symptoms after hours.
If you need someone physically there while you sort this out, call a family member, friend, or neighbor. Don’t wait for them to arrive if the situation may be dangerous.
If You Call 911
If the person has an out-of-hospital DNR, POLST, MOLST, or another emergency medical order used in your state, know where it’s kept. Don’t delay calling 911 to look for it.
Say:
“I’m at [address]. The person is [what you see]. I need help.”
Tell the dispatcher if the person is on hospice and whether there’s a medical order about emergency treatment. Stay on the line until you’re told to hang up, and follow the dispatcher’s instructions.
If you can do it safely:
- unlock the door
- secure pets
- send someone outside to flag responders
Don’t move the person unless you’re told to or it’s needed for immediate safety.
Grab these only if they’re within reach: medication list, identification, care team contacts, and any emergency medical orders.
Once Responders Arrive
Responders follow their own protocols. They may start treatment, ask people to step back, or recommend transport. Calling 911 doesn’t guarantee that the response will match what the caller expected or wanted.
A medical order responders can recognize, such as a POLST, tells them what emergency treatments have been ordered if the person can’t speak. An advance directive or living will may not control emergency treatment in the moment. Responders generally look for a medical order they can recognize.
If the person is taken to the hospital, ask where before the ambulance leaves. It may not be the hospital that knows them, and you may not be able to ride along.
If This Is About Safety, Not Symptoms
Immediate danger: call 911.
Afraid of the person you’re caring for: I Am Afraid of the Person I Am Caring For →
Worried someone is being harmed, neglected, or exploited: I Think Someone Is Being Abused, Neglected, or Exploited →
Abuse by a partner or family member without an immediate emergency: call the National Domestic Violence Hotline at 1-800-799-7233, text START to 88788, or use live chat ↗.
If calling or searching could put someone in more danger, use a different device.
The right first call is the one that gets someone responsible for the next decision. If that person doesn’t respond when they said they would, make the next call.
Learn More
Easy-to-understand guidance on symptoms and situations that may need emergency medical care.