Recommendation · source text
Consider how the service can maximise the opportunity to respond to patients who have specific therapeutic window timescales.
Source · Investigations in the NHS
Local Review: Welsh Ambulance Service Trust Assessment of Patient Management Arrangements within Emergency Medical Service Clinical Contact Centres
Wales
Published 01 Jan 2021
Recommendations
Recommendation · source text
Review and consider other viable options for managing patients on the call waiting queue in each of the three EMSCCCs.
Recommendation · source text
Review SICAT to determine the benefits in rolling this service out across Wales into all EMSCCCs.
Recommendation · source text
Consider including more realistic expected waiting times to DMP scripts, to allow patients to make informed decisions about their wait.
Recommendation · source text
Undertake a review of the REAP and DMP escalation arrangements to ensure they are being applied consistently.
Recommendation · source text
Ensure senior management staff routinely attend EMSCCCs as directed within the DMP escalation process where required.
Recommendation · source text
Continue discussions with Welsh Government to agree an appropriate Non-Send process, for low acuity patients during times of high demand on the service.
Recommendation · source text
Consider how it can engage further with the public to provide additional education and awareness on the appropriate use of the emergency ambulance service.
Recommendation · source text
Work with EMSCCC staff to explore well-being initiatives which could provide on duty support to staff and processes to improve attendance at work.
Recommendation · source text
Ensure robust workforce planning arrangements are in place which set out to mitigate against under resourced shifts, as well as to reduce the reliance on overtime.
Recommendation · source text
Complete its review of the welfare call process and consider how funding can be made available to increase staffing to support this.
Recommendation · source text
Review current duties of EMSCCC staff to determine where responsibilities can be streamlined.
Recommendation · source text
Explore other options available for a sustainable process for welfare check calls.
Recommendation · source text
Ensure that staff are provided with the opportunity to contribute their opinions into the ongoing structure and resource review, and that these reviews are considered.
Recommendation · source text
Consider a holistic review with stakeholder engagement, of the current handover arrangements in place, which should include current escalation arrangements during periods of high demand.
Recommendation · source text
Implement a training strategy which ensures that staff are provided with the appropriate training and development, to enable them to undertake their relevant roles effectively. Progress against the strategy should also receive Trust Board oversight.
Recommendation · source text
Ensure sufficient time is permitted to allow for appraisal discussions between managers and their staff to take place.
Recommendation · source text
Ensure training is provided to relevant staff in regards to the annual appraisal process.
Recommendation · source text
Consider benchmarking with the International Academy of Emergency Dispatch, to identify best practice for supporting and monitoring EMSCCC staff to explore options of improving the existing arrangements.
Recommendation · source text
Consider how the EMSCCC working environments and IT equipment available can be improved to assist staff in carrying out their relevant roles as well as to improve staff well-being.
Recommendation · source text
Ensure that consideration is given to improving senior management availability and presence within the EMSCCC 24 hours a day.
Recommendation · source text
Ensure adequate arrangements are in place to encourage staff where required to speak up regarding their personal concerns, particularly in relation to bullying, harassment or abuse.
Recommendation · source text
Ensure that engagement is improved between operational staff and the Trust senior management team working within the organisation.
Recommendation · source text
Reassess current risk assessment documentation in relation to EMSCCC staff training, to ensure sufficient actions and mitigations have been implemented.
Recommendation · source text
Ensure that clear guidance and training is provided to staff for reporting incidents.
Recommendation · source text
Ensure that there is a suitable process in place to enable consistent incident reporting which includes feedback to staff.
Acceptance status
No Response Published
26
Total recommendations
26