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Category B patients, i.e. those with serious, but not life threatening conditions, should receive a response within 19 minutes for 95% of cases. Category C calls are considered non life threatening or serious. For these calls the response time standards are not set nationally but are locally determined. Some of these are dealt with by a Clinical Advisor within the Accident and Emergency Control over the telephone. Urgent transport requests are those received from a doctor, midwife or healthcare professional to transfer a patient to hospital. From 1 April 2007 these calls are prioritised and classified in the same way as emergency 999 calls. Because most urgents will now be categorised as Category C calls the performance standards for this group cannot be reported upon until agreement has been reached with the service commissioners. As of 1st April 2008, all performance times are measured as per the Call Connect guidelines. This means that times are taken from the moment the call is placed with the Trust as opposed to the moment when the call was answered. Ambulance service performance is also judged by how quickly patients receive thrombolysis (clot busting) treatment. This should be received within 60 minutes of the 999 call. Unfortunately we will not always deliver the service we want to and service users may complain. In these circumstances our performance is judged by how quickly we acknowledge these complaints (NHS national standard 2 days), and finalise a response (NHS national standard 25 days). For users of our Patient Advice and Liaison Service (PALS) they can expect an acknowledgement within 1 day and receive a response within 10 days. The Trust's Annual Health Check shows out performance against a battery of indicators determined by the Healthcare Commission. Our Final Declaration against NHS Standards for Better Health is part of this. |
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Trust Headquarters,
Unit
3 Abbey Court,
Sowton Industrial Estate,
Exeter, EX2 7HY, Tel: 01392 261500,
Fax: 01392 261510, Email: publicrelations@swast.nhs.uk |
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