When someone you care for is living with a serious illness, it can be hard to know what to do when things change quickly at home. Many families worry about calling an ambulance: will paramedics try to “save” someone who is dying? Will they take the person to hospital, even if they want to stay at home? And what can you do to help paramedics support your family’s wishes?

As a researcher trained in paramedicine, who has spent years studying the role of paramedics in palliative and end-of-life care, I want to share what we know and offer some tips to make things a little easier if you ever need to call for help.

1. What is the role of paramedics in caring for someone with advanced disease?

Paramedics are often the first health professionals to arrive when there’s a crisis at home, especially after-hours, when other specialist palliative care services and GPs aren’t available. While most people think of paramedics as emergency “lifesavers,” their role is much broader. Paramedics are increasingly called to care for people with advanced illnesses, such as cancer, heart failure, or dementia, who may need urgent symptom relief or support in their final days.

Instead of always rushing people to hospital, paramedics can help manage pain, breathlessness, and other symptoms at home. They can offer comfort, practical advice, and reassurance for both the person who is unwell and their family. Sometimes, their care means that the person can stay in their preferred place, even at the end of life.

2. What sorts of things do paramedics see when attending someone with advanced disease?

Paramedics are called for many reasons: sudden or breakthrough pain, difficulty breathing, confusion, agitation, or when a person’s condition changes quickly. Sometimes families are unsure whether these changes are part of the natural dying process, or if something can be done to help.

From talking to paramedics, health professionals, and families across Australia, we know that paramedics regularly provide gentle, respectful care at home. They might give medicines to ease pain or distress, help everyone understand what’s happening, and talk through what to expect next. Even just having a calm professional in the room can bring enormous comfort.

3. What might be challenging for paramedics?

Providing palliative care isn’t always easy for paramedics. There are a few common challenges:

• Missing paperwork: If advance care plans or “do not resuscitate” forms aren’t available, paramedics may have to err on the side of trying to prolong life or transferring the person to hospital, even if that’s not what they want.
• Family uncertainty or disagreement: Families are sometimes unsure of what their loved one would want, or not everyone agrees on what to do.
• System barriers: Not all ambulance services have clear guidelines or training for paramedics in palliative care, which can make these calls stressful.

Paramedics have told us they sometimes feel caught between wanting to help and feeling limited by the rules or uncertainty about what families want. They want to provide care that aligns with the person’s wishes, but they need support and information to do so.

4. What can families do to help when calling an ambulance?

If you are caring for someone with a serious illness at home, here are a few things that can help paramedics help you:

• Have documents ready: If you have advance care plans, “do not resuscitate” forms, or written wishes, keep them somewhere easy to find. Let the paramedics know about them as soon as they arrive.
• Keep a medication list: Write down all medicines the person is taking, and any allergies.
• Be prepared to share what’s changed: Paramedics will ask about what’s happened, how quickly things have changed, and what worries you most.
• Talk about what you want: If your loved one wants to stay at home, or avoid hospital, tell the paramedics. This can help them make decisions that match your family’s wishes.
• Ask questions: Paramedics are there to help. Don’t be afraid to ask them to explain what’s happening, or what the options are.

Final Thoughts

Calling an ambulance when someone is dying can be daunting, but you are not alone. Paramedics are trained to help in these situations, not just with medical care, but also with kindness and support for families. With the right information and some preparation, paramedics can help honour your loved one’s wishes and provide care at home when it matters most.

If you’d like more guidance, the new CarerHelp factsheet “Things to consider when calling an ambulance” is a great starting point for planning ahead and feeling more prepared.

Dr Madeleine Juhrmann is a palliative care researcher trained in paramedicine. Her PhD explored the role of paramedics delivering palliative and end-of-life care in Australian communities. Her current work focuses on how ambulance services and families can work together to support people at home, even in the most difficult moments.