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Annual Report 2017-18

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Annual Report 2017-18 1 www.ambulance.wales.nhs.uk welshambulanceservice @welshambulance Contents Welcome from the Interim Chair and Interim Chief Executive ........................................................................................ 4 The Welsh Ambulance Service… at a Glance ................................................................................................................ 7 Our Year in Review: The Highlights .......................................................................................................................... 11 Planning and Delivering Our Services ....................................................................................................................... 16 A Clinically-Led Service ........................................................................................................................................... 18 Our Performance in Summary ................................................................................................................................ 21 Emergency and Urgent Care Services ....................................................................................................................... 37 Investing in Technology .......................................................................................................................................... 38 Non-Emergency Patient Transport Services (NEPTS) .................................................................................................. 39 Development of the Five Step Model for NEPTS .......................................................................................................... 41 Transfer of Non-WAST NEPTS Work From Health Boards ............................................................................................. 42 Enhanced Services ................................................................................................................................................. 42 Our Volunteers ...................................................................................................................................................... 48 Emergency Preparedness ........................................................................................................................................ 51 Pushing the Boundaries of Knowledge: ..................................................................................................................... 53 Research & Innovation............................................................................................................................................ 53 Our People… Our Places .......................................................................................................................................... 56 Keeping us Moving: Our Fleet .................................................................................................................................. 69 Quality at the Heart of What We Do ......................................................................................................................... 71 Working across Boundaries ..................................................................................................................................... 76 Working in Partnership ........................................................................................................................................... 78 Wider Unscheduled Care System/Primary Care .......................................................................................................... 78 Blue Light Collaboration .......................................................................................................................................... 79 The Wales Air Ambulance and Emergency Medical Retrieval Service (EMRTS) ................................................................ 80 2 Quality at the Heart of Good Governance: ................................................................................................................. 83 Managing Ourselves Effectively and Efficiently ........................................................................................................... 83 Integrated Medium Term Plan (IMTP) and our Longer Term Strategy ............................................................................ 85 The Year Ahead 2018/19 ........................................................................................................................................ 87 Financial Performance against Statutory Financial Duties ............................................................................................ 92 Sustainability Report 2017/18 ................................................................................................................................ 109 3 Welcome to our 2017/18 Annual Report, which we hope will give you Welcome an interesting insight into our work here at the Welsh Ambulance from the Service over the last 12 months. Interim It’s been an exciting year, but one not without its challenges. The winter period, in particular, was one of the most difficult we have encountered, with poor weather and a significant rise in demand for our services, coupled with pressures across the whole of the Chair and NHS Wales system. Interim These factors came together to make the winter of 2017/18 one which tested our resilience as an organisation, and the resilience of our staff. Chief It is testament to the sheer hard work and dedication of our colleagues that we managed to maintain our service during this challenging period. The tales of grit and determination to Executive get into work, and then to care for patients, are many and varied. From call handlers to paramedics and non-emergency colleagues, finance and HR staff to our planners and communications team, directors to receptionists, mechanics to managers, everyone did their bit to keep our wheels turning, literally and metaphorically. We know we still have much to do. We will learn from our experiences this winter to understand what we need to do differently, and what needs to be different across the NHS in Wales, to ensure we can maintain high standards of care for our patients. Our approach is focused on two strands: improving what we do and how we do it, and collaborating and influencing across the wider NHS in Wales to develop services which better meet the needs of patients. There have also been some real positives this year. 4 We have continued with our journey to become the most clinically innovative ambulance service in the UK, with a range of initiatives being trialled to ensure we can treat far more people at home or on scene, minimising the need to take patients to hospital. We replaced the Computer Aided Dispatch (CAD) system in our clinical contact centres with a modern CAD that will help us deliver a more efficient service and improved care to our patients. This was possible thanks to £4.5m support from Welsh Government. We have put a real focus on improving mental health care, both for our patients and our staff, thanks to a £100,000 investment from Welsh Government to help support our Mental Health Improvement Plan. In recognition of our work to improve the wellbeing of our staff more generally, we were awarded with the “Gold” Corporate Health Standard in December 2017. While there remains more to do, we were delighted to secure “gold” status and are now working towards achieving the “platinum” standard. We have started work on our long term strategy, engaging with our staff, stakeholders and the public on our shared vision for the Welsh Ambulance Service in 2030. We had some great debate and ideas about the sorts of services we need to think about for the future, and how they might be delivered. We will be finalising our ideas this year and will continue the process of modernising our services, working with our partners to build strong, resilient communities, with health and wellbeing at their core, and access to high quality health services when you need them. We hope this annual report will help you understand the full range of our work, our passion for improvement and our commitment to the people we serve. We operate in a complex environment, where systems and people need to work better together to ensure patients receive the right care for them. We are committed to playing our full part as a leader across the NHS system in Wales, with quality of care and the needs of our patients very firmly at the heart of what we do. Your support is equally important, whether that’s as one of our many volunteers who are on the front line of caring for patients, as Community First Responders, or as part of our volunteer car service. You can also support us by using our services wisely, following the Choose Well message, and using 999 for real emergencies only. 5 Finally, it would be remiss of us not to mention our former Chair and Chief Executive, Mick Giannasi and Tracy Myhill, both of whom moved on to pastures new in 2017/18. Their contribution to our organisation, and to moving us forward on our improvement journey, cannot be overestimated, and we wish them both the very best for the future. We hope you enjoy reading this document and find it helpful. We’d love to hear your feedback. You can connect with us in a range of ways, for example, by keeping up with developments on Twitter @welshambulance, finding us on Facebook, checking out our website or emailing us at [email protected] You are also very welcome to come to one of our regular
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