EMERGENCY NO RESPONSE 3 HOURS LATER

I do not know how to put this, today @ 08:29, we called the Emergency services to have an ambulance send over to our offices it is now more than 3 hours later and still no response and no ambulance. When the Lady on the phone asked where they must send the Ambulance when we called the address was given to her. when I asked to follow up they said that I must wait at least an hour if. My Question here is that if we can't even get a response how is this even an emergency number. Luckily we are surrounded with Doctors and the lady in question is okay for now!!!! This is beyond frightening.