A new process to improve outcomes for 999 callers and deliver a safer service has been launched by the Welsh Ambulance Service.
Paramedics and nurses in the trust’s control room will now undertake a rapid clinical review of most 999 calls to ensure patients get the most appropriate help.
Those whose condition is immediately life-threatening will continue to be sent an emergency ambulance on lights and sirens as quickly as possible.
Callers whose condition is not as time-sensitive will be further triaged by control room clinicians, who will identify the most appropriate response for their needs.
Thirty clinical navigators have been appointed to run the new service. They will be based at the trust’s clinical contact centres in Cwmbran, St Asaph, and Carmarthen.
Pete Brown, the trust’s assistant director of operations, said: “Winter is a busy time for the NHS with seasonal illnesses and cold weather putting more pressure on an already over-stretched system.
“This means a poor patient experience, not to mention frustration for our people, who are not able to help the community as quickly as they would like.
“Rapid clinical screening enables highly skilled paramedics and nurses to apply their critical thinking in a control room environment in a brand new ‘clinical navigator’ role, ensuring that those in most urgent need of help, get it.”
Greg Lloyd, assistant director of clinical delivery, said: “After the initial interaction with a non-clinical 999 call handler, getting an experienced clinician involved in the decision-making process is the most effective way of ensuring patients get the right care according to their needs.
“This may include sending an emergency ambulance, paramedic or advanced paramedic practitioner, or it may include a remote assessment with a clinician to gather further information to inform the next steps in the care and advice we provide.
“Clinical navigators can also observe and listen into 999 calls in real-time, prompting call handlers to ask additional questions to elicit more information and will stay on the call until a safe decision is made.
“This continuous assessment will lead to better patient outcomes, as well as a much safer service, and all with a view to ensuring patients get the right care or advice, in the right place, first time.”
The Welsh Ambulance Service is testing a number of new approaches over the winter to improve patient safety and quality of care.
These include a mental health response vehicle and community welfare responders.