DEPARTMENT OF HEALTH
News Release issued by COI News Distribution Service. 20 February 2009
The Department of
Health is today giving Ambulance Services more choice over how
they answer 999 calls. An alternative system for 999 operators
called NHS Pathways has been approved for use in ambulance control
rooms allowing staff to make immediate referrals to urgent care
services for patients who don't need an ambulance. The system
has been used successfully in the North East for over two years
and safely handled over 1 million calls.
The Ambulance Service can now choose to train 999 operators to
offer more advice to patients who don't need an ambulance,
reducing the need for call-backs. They will give patients a wide
range of options and advice in one phonecall, from dispatching an
ambulance to referral to a local service that may be more appropriate.
Patients whose calls are answered by staff using the new system
will notice no difference to the response they receive when they
need an emergency ambulance. For patients who don't need an
ambulance, staff are able to assess each individual patient's
specific clinical needs, and then, using an integrated directory
of services, they can then refer them to a local service or to the
health professional who can best treat them.
Health Minster Ben Bradshaw said:
"Out of hours care has changed dramatically over the last
few years with extended GP opening hours, walk-in centres and
minor injuries units offering a range of options. It is important
that patients get the right treatment at the right time, whether
this is a rapid ambulance response or referral to local out of
hours services. We're giving the local NHS a choice of how
999 calls are answered to ensure patients are getting the most out
of the modern NHS."
Staff in North East Ambulance Service (NEAS) control rooms have
been offering a wider range of help and advice for over two years
as part of a pilot scheme. A survey of patients who have used the
service in that time showed that 93% of those didn't need an
ambulance were happy with the treatment they received after
dialling 999.
Mike Dalton, chair of the NEAS Patient and Public Involvement
Forum, an independent health watchdog, said:
"Over the past two years we have seen an improvement in how
999 calls are answered by the Ambulance Trust. We recognise the
benefits of 999 staff being able to offer more advice and options
and ensuring that patients receive the most appropriate treatment."
An independent group of clinical experts has assessed and
approved the new way of answering calls to ensure it meets the
needs of a 21st century NHS. It has been specifically tailored for
receiving 999 calls in England and has won several innovation and
technology awards. As well as giving Ambulance Trusts more choice
over how they answer 999 calls to best meet local needs, NHS
Pathways can help more accurate assessment of calls to make sure
ambulances respond even more quickly to those who need them most.
It also has the potential to be used in an urgent care setting, as
well as by 999 providers.
- Ends -
Notes to editors
1. NHS Pathways was assessed and approved by the Emergency Call
Prioritisation Advisory Group (ECPAG), an independent committee of
clinical experts who advise the Department of Health on issues
relating to categorisation of emergency calls. Their role was to
review the evaluation report which was undertaken by 3 UK
universities, and to advise the Department on the safety and
efficiency of NHS Pathways. ECPAG is made up of key clinical and
senior management staff from the ambulance service, including
representatives from the Joint Royal Colleges Ambulance Liaison
Committee, and chaired by Peter Bradley, National Ambulance
Advisor for the Department of Health and chief executive of London
Ambulance Service
2. NHS Pathways was piloted between October 2006 and March 2007
by North East Ambulance Service (NEAS) (which had previously used
the CBD product). After the pilot phase, NEAS continued to use NHS
Pathways pending a decision on approval of the product
3. NHS Pathways has won several innovation and technology awards
including:
- BT e-Health Insider Awards 2008 - Winner:
IM&T Team of the Year
- The CUBE Awards 08 - Filemaker
Developers of Excellence
The Innovation Award and Winner of
Winners
- Computing Awards 2008 - Finalist: Public Sector IT
Project of the Year
4. For further information please contact the Department of
Health press office on 020 7210 5221