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TA Amber Review A REVIEW OF CALLS TO THE WELSH AMBULANCE SERVICE CATEGORISED AS AMBER SHANE MILLS & ROSS WHITEHEAD OCTOBER 2018
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DESIGN AND LAYOUT: WATERS-CREATIVE.CO.UK
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THE AMBER REVIEW – OCTOBER 2018 4
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THE AMBER REVIEW – OCTOBER 2018 6 Executive summary This report sets out the findings from the Amber Review launched in May 2018. There are two main areas that are addressed in the Review, based on the issues raised by the health service, the public, media and other stakeholders. Firstly, is there a systemic problem with the Amber category that is resulting in worsening outcomes for patients. Secondly, are those patients, whose condition places them within the in the Amber category waiting too long for an ambulance response and if so what is the impact on their health and experience. Qualitative and quantitative methodologies were used in this Review in order to deliver the depth and breadth of understanding needed to address these areas. The timespan of the Review was 1 April 2016 – 31 March 2018 in order to ensure access to all the relevant information. The Review is set out in four sections, Explaining, Exploring, Delivering and Improving Amber. These sections aim to provide a comprehensive narrative to address the two main areas. Staff and patient feedback is embedded within each section. The Welsh Ambulance Service is an essential component for delivering care in a complex adaptive system. Models, measurement and targets for Ambulance service delivery across the UK are becoming increasingly disparate, although there is a general trend towards reducing the emphasis on response targets as the primary outcome measure. When asked, ambulance staff and the public support the principle of the Welsh model ‘to get the best response even if this is not the quickest response’. Calls to the Welsh Ambulance Service are increasing and more work needs to be done to understand this. The Public support ambulance services doing as much as possible to avoid the need for them to go to hospital and staff feel they require more information on accessing alternative services.
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THE AMBER REVIEW – OCTOBER 2018 8 Summary of Findings Explaining Amber The prioritisation of calls is complex. There is a range of different responses depending on the patient’s condition. Ambulance staff felt frustrated by the restrictive nature of the prioritisation system. The public felt that it was important to get the best response for their condition even if this was not the quickest. Exploring Amber There was increased demand in the Amber category. Ambulance staff felt that expanding the numbers and roles of clinicians in the control room was essential. Receiving a quick ambulance response but ensuring this is the right response for your condition is important to the public.
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  • Summer '17
  • HINA
  • Ambulance Services, Welsh Ambulance Services

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