What Happens If You Call 118 in Italy?

When a medical emergency hits in Italy, seconds matter. Whether you witness a collapse on the street or feel chest pain at home, knowing what happens when you call 118 in Italy helps you stay calm and do the right things. In many regions, 118 is integrated with 112 (the single European emergency number), but the process is similar: a trained operator quickly assesses the situation, dispatches the appropriate resources, and stays with you until help arrives.
This guide explains what to say, what to expect, the types of ambulances that may come, language options for non-Italian speakers, and what it may cost. It’s written for expats and travelers, but it applies to anyone living in or visiting Italy.

118 or 112 — which number should you dial?

Historically, 118 is Italy’s medical emergency line. Over recent years many regions have moved to 112 (Numero Unico di Emergenza, the EU-wide number), which then routes you to the medical dispatcher. If you’re unsure, dial 112: it works across the EU and from any phone, even without credit. In most of Italy, calling 118 still connects you to medical dispatch; either way, the right help is sent. Don’t lose time deciding—call immediately.

Good to know: There’s a free app called “Where ARE U” (112) that transmits your exact location to the control room. It’s helpful if you’re outdoors, on a highway, or unsure of the address.

What happens during the call

Your call is answered by an operator trained to triage emergencies. They will speak clearly and ask focused questions. If you don’t speak Italian, say “Parlo inglese” or “I speak English.” In many areas, 112 has access to multilingual support or can conference in an interpreter. The operator prioritizes life-threatening issues first (consciousness, breathing, heavy bleeding), then refines details to send the right team.

The key questions you’ll be asked

Have this information ready and answer in short, calm sentences. If you don’t know, say so—never guess.

• Exact location (city, street, number, floor, landmarks; highway direction and km marker if applicable) and callback number.

• What happened and to whom (age/approximate age, sex).

• State of the patient: conscious/unconscious? breathing/not breathing? severe chest pain? seizure? heavy bleeding? choking? trauma after a fall or crash?

• Risks on scene: fire, gas, traffic, crowd, aggressive pet, locked door.

• Current actions: CPR started? bleeding controlled? medication given?

Important: Do not hang up until the operator tells you to. They may give you instructions (CPR, recovery position, bleeding control) and will stay on the line if needed.

How dispatch works (and which ambulance you may get)

Based on triage, the control room sends the most appropriate resource available nearby. Italy’s pre-hospital system is mixed: many ambulances are staffed by trained volunteer rescuers (e.g., Croce Rossa, Misericordie), while advanced units include nurses and/or physicians. Depending on severity, you may see:

• Basic Life Support (BLS) ambulance with trained rescuers for non-life-threatening emergencies.

• Advanced Life Support (ALS) unit with a nurse and/or physician for serious conditions (e.g., suspected heart attack, severe trauma).

• Rapid response car (no transport) with a physician/nurse to start advanced care while an ambulance approaches.

• Helicopter rescue (elisoccorso) for remote or time-critical cases (mountains, islands, high-speed trauma).

Siren and lights indicate urgency; crews are in radio contact with the control room and, when needed, with the destination hospital to arrange fast-track pathways (e.g., stroke, STEMI).

If you don’t speak Italian well

Dispatchers prioritize getting help to you. Speak slowly. Use simple words (“chest pain,” “not breathing,” “bleeding”). If someone nearby speaks Italian, ask them to take the phone or relay. Apps that show your live location can save precious minutes; sending the building entrance code or instructions (“gate on Via Rossi, second courtyard, Building B”) helps crews reach you faster.

What you should do while waiting

Time to arrival varies by location, traffic, and available units. The dispatcher’s instructions trump everything, but these rules cover most situations:

• Make access easy: unlock doors, turn on lights, send someone downstairs, secure pets, clear obstacles.

• Follow first-aid instructions: start CPR if told, put the person on their side if they’re breathing but unconscious, apply firm pressure to bleeding wounds. Avoid moving the person after trauma unless there’s immediate danger.

• Gather essentials: ID, health card (tessera sanitaria) if available, list of medications/allergies, known medical conditions, time symptoms started (critical for stroke and chest pain).

• Stay on the line and keep the phone battery alive.

The ambulance arrives: assessment and transport

The crew reassesses the patient, stabilizes them, and decides on the most appropriate hospital. You may be asked about medical history, medications, allergies, and onset time. For certain conditions (stroke, heart attack, major trauma) the team may bypass the nearest facility for a specialized center.

Can you ride in the ambulance? Often yes, one person may accompany the patient if space and safety allow. For children, a parent/guardian typically rides along. If not permitted, follow by car only if safe and you are fit to drive.

Costs: will you have to pay?

Emergency response and life-threatening care are part of Italy’s public healthcare system. In practice:

• Emergency transport via 118/112 for genuine emergencies is generally covered.

• At the ER (Pronto Soccorso), urgent cases (yellow/red codes) are typically exempt from copays. Non-urgent (“white code”) visits can carry a regional copay. Private or non-emergency transports (e.g., scheduled transfers) may involve charges.

• If you have private health insurance, check your policy; many plans cover ambulance transport and ER fees.

For a deep dive into what happens once you reach the hospital (triage colors, wait times, fast tracks, discharges), see our guide: How Emergency Rooms Work in the Italian Healthcare System.

Common scenarios (and what dispatchers listen for)

• Chest pain, sudden weakness on one side, slurred speech: strong suspicion of heart attack or stroke → expect high-priority dispatch, on-scene ECG, direct route to specialized center when indicated.

• Seizure: dispatcher will ask if breathing resumed afterward and whether the person is injured; do not put anything in the mouth; clear the area.

• Choking: they will guide you through back blows/abdominal thrusts if appropriate.

• Trauma (falls, road accidents): avoid moving the person unless there’s danger; protect the neck; report any loss of consciousness.

• Allergic reactions with breathing difficulty: epinephrine auto-injector use may be advised if available; tell the operator exactly what happened and when.

Can you drive yourself instead of calling 118/112?

If symptoms are potentially serious (chest pain, breathing difficulty, stroke signs, heavy bleeding, major trauma, severe allergic reaction), do not drive. Call 118/112. Ambulances bring professional care to you and can start life-saving treatment en route. Driving yourself risks sudden deterioration and delays definitive care.

After the emergency

You may receive discharge papers with instructions, prescriptions, or referrals. Keep copies for your records and, if you’re an expat, share them with your family doctor (medico di base) or your private insurer, if applicable. If you don’t yet have a GP in Italy, we recommend registering as soon as you become eligible; continuity of care matters after an ER visit.