Adopting new support for our patient response in times of need

Norwich EOC Dispatchers

We’ve boosted our call handling capabilities when in business continuity mode by ’buddying’ with another ambulance service.

By harnessing a new technology available to ambulance services, 999 calls can be transferred automatically from one service to the other without the need for calls to be passed verbally.

And earlier this month, EEAST started business continuity arrangements with West Midlands Ambulance Service (WMAS), meaning both services improve resilience and the ability to support one another as calls are passed more quickly, managed more efficiently, and ultimately 999 callers and patients will get a better service.

Gary Morgan, Deputy Director of Service Delivery, said: “We’ve got business continuity arrangements with other services in the event of a critical failure, such as the loss of 999 lines, or where a significant number of calls overwhelms the service like in a major incident.

“This progress we’ve made specifically for call handling is a significant one, and thanks to the teams involved for getting it set up. We will now be working with ambulance services across the UK to implement this nationally.”

Published 12th November 2018

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