What happens when someone calls 999
30 November 2016 Last updated at 10:43 GMT
Scotland”s ambulance service is as busy as ever.
As the number of 999 calls increases, so too does the time it takes to respond.
Health care bosses have implemented the biggest change in control rooms, in a move that they insist will save lives.
Traditional time-based targets have been removed and call handlers have been trained to prioritise the life-threatening emergencies that account for about 10% of calls.
BBC Scotland News followed one 999 call from the moment the ambulance control centre received the plea for help.