The Committee received an update
from WMAS on 17 November 2021. Pippa Wall, Head of Strategic
Planning for WMAS provided an update on performance
data since that meeting, through a presentation covering the
following areas:
- Incidents, transport and conveyance rates year on
year.
- Coventry and Warwickshire hospital handover delays
of over fifteen minutes – the total hours by
month.
- Operational demand and handover
delays.
- Hospital handover delays of over fifteen minutes
and cohorting vs operational performance. A series of charts
showing the position for priority categories 1,2 and 3.
- Two further slides were provided showing handover
delays for University Hospitals Coventry and Warwickshire (UHCW)
and for Warwick Hospital. A similar slide for George Eliot Hospital
would be circulated.
The Committee was invited to submit questions
and comments, with the following points raised:
- Difficulty in reading and
interpreting the slides. It was noted that these had been
circulated ahead of the meeting.
- The slides showed a concerning
position. It was interesting to note that during the peak of the
pandemic services were coping but performance had worsened over the
last year. The causes were questioned.
Pippa Wall agreed that it was a bad position and was difficult for
front line staff assisting patients. People were waiting longer for
WMAS to arrive, and the situation was unprecedented. An outline was
given of contributing factors, including Covid, the recovery work
of NHS impacting on other services and people presenting with more
acute conditions. There was staff fatigue and sickness, some people
were leaving the services and reference to ongoing recruitment as
well as continued infection control measures. Ambulance delays at
hospitals were also mentioned.
- The data for the most serious
(category 1) calls was considered shocking and the trends showed
the position was worsening. It was hoped the position would
improve. Details were provided of the escalation processes to raise
these concerns and the dynamic response approach to address
concerns where possible. This situation required a holistic system
response as hospitals were similarly facing many challenges.
- The open and honest approach was
appreciated.
- Chris Bain of HWW agreed this was a
system issue for the ICS. He spoke about separating attendance at
the Accident and Emergency (A&E) departments from resultant
admissions. There was more chance to influence why people attended
A&E and avoid unnecessary attendance. The impact on patients
was not covered and should be. Delays could be linked to
readmission rates, lengths of stay and impacts on discharge. Chris
asked how the situation would be recovered and by who. He was not
clear if there were any system plans in place for recovery.
- Pippa Wall agreed on the points
about patient impact. WMAS was a data rich organisation and could
make more use of this data to give an integrated picture and
insightful messages. An increasing number of complaints were being
received. She spoke about the monitoring of performance data around
impact for patients who were critically ill. This could be
researched to provide an answer to the questions raised. Addressing
the current position would require action by a number of
organisations. Hospitals would similarly have their own action
plans and there were national mandates to reduce ambulance handover
delays. Pippa spoke of the current delays in some parts of the
region and the risks for patients who were waiting for an ambulance
to arrive. There was an impact on the call centres too as people
sought an update on the crew’s arrival. Reference also to the
111 service and subsequent requests for an ambulance to sent. There
were attempts to reduce conveyance to hospital where possible and
the proportion of patients taken to hospital had reduced. Also, the
‘hear and treat’ service resolving issues over the
telephone had contributed in reducing conveyance to hospital.
However delayed arrivals meant the condition of some patients had
worsened.
- The presentation data was difficult
to interpret just showing a number of spikes. It should include
more context, for example on the impact of a delayed handover or
reduced recovery rates. As WMAS was ‘data rich’ it was
questioned what analysis took place to make use of this data. The
points were noted. It would be useful to add events such as
commencement of the pandemic to the timeline to show causal effect.
It was also important to show trend and correlation
data. Examples were provided of the
information sources available to WMAS, the software system and
dashboards which enabled investigation of this data, down to
clinician level and the treatment supplied.
- It was questioned how GPs could
assist in reducing the attendance numbers at A&E departments. A
question about the coordination of individual plans and strategies
to address the current situation. Pippa Wall confirmed there were
system wide meetings where providers discussed their respective
challenges. WMAS wanted to reduce hospital handover delays to
improve response times. It did provide information to GP surgeries
on patients requesting an ambulance. All parts of the NHS were
‘fire-fighting’ currently, attempting to address their
respective concerns, but it was challenging. The member viewed that
this could be addressed by working together to find a
solution.
- More information was sought about
how call categories were defined and the information provided to
the call handler was interpreted. There were significant
differences in response target times. An example was used of a case
involving a serious incident, where it was felt the wrong call
category had been assigned. Pippa Wall responded that the
categories were determined nationally and were reliant on
information given over the phone. These were highly emotional
situations. Call assessors used a nationally assessed script to ask
questions in determining the priority of the call.
- A concern about people calling for
an ambulance inappropriately.
- An analogy was used to demonstrate
the need to ‘unblock’ the system. There was a need to
support social care, to put it on an equal footing to the NHS and
include it as part of the system approach to addressing the current
problems. Nigel Minns added that the whole system had to work
together on this. He spoke about the significant involvement of
social care, the daily discharge meetings and the low proportion of
people discharged from hospital who needed onward social care. Too
much time was spent focussing on the discharge of patients and
there should be more of a focus on the patients presenting at
hospitals. This did need a system approach, involving the CCGs and
primary care. It was taking place, but there was always room for
improvement.
- A question on the proportion of
hospital beds and wards that were now in use. Reduced capacity
impacted on hospital admission efficiency and delayed handovers for
WMAS personnel.
- Concerns for dementia patients as
family members were not permitted to travel in the ambulance with
them. It was agreed that for dementia patients and relatives,
transfer to hospital could be challenging and stressful. They were
allowed to be accompanied prior to the pandemic and an update would
be sought on this aspect, whilst noting the ongoing measures around
infection prevention.
- A breakdown was sought in the
variance for response times between urban and rural areas,
acknowledging that the distances involved may increase the time for
the ambulance to arrive.
- Data showing averages wasn’t
useful. A number of examples were provided of lengthy waits for an
ambulance to arrive. Questions about the impact of delays for
patients, and if the wrong category was applied by the call handler
assessing the urgency of that case, a longer wait could result.
From the data available, it was important to look at outcomes, not
trends and to monitor the accuracy of the call category
allocation.
- Pippa Wall acknowledged the points
raised. There had always been a longer response time to reach rural
areas, but the current position made this more challenging. There
was an audit process of the call handling and summary information
could be supplied. The councillor requested more granular
performance data. This had been provided on request previously, but
given the time taken to produce it, would need to be useful to a
wider audience. Data was also available on the national performance
standards. The current performance level showed a lot of
‘red’ indicators where targets were not being achieved.
There were occasions when WMAS was not able to provide a service,
even in urban areas. The Chair confirmed that postcode-based data
had been supplied previously.
- A need to formulate an action plan
and to work jointly to address the current position. There had been
a worsening performance trend for some years. A solution may be for
additional WMAS staff, who could treat patients without needing to
convey them to hospital. The member recounted attending the WMAS
Hub in Warwick and seeing the operational challenges faced. He
quoted examples of good practice such as the active monitoring of
ambulances waiting at hospitals. Such timely information was
essential to good decision making. It was confirmed there was no
spare capacity in the system now. In the subsequent item, an
outline would be provided of the initiatives being employed by WMAS
to alleviate pressure. Comparatively, WMAS was the most successful
ambulance trust in the country, and the position elsewhere was even
worse. However, WMAS was struggling to meet targets. There was a
strong recruitment and training model, which assisted with
capacity.
- A need for preventative work and
community services to reduce the need for hospital admissions.
- A councillor shared a personal
example to demonstrate the challenges faced and praised the
professionalism of paramedics. On arrival after a nine hour wait
the staff were concerned that the wrong call priority had been
allocated. There was a need for more flexibility in assigning a
category as some lives had been lost due to incorrect judgements.
For future items, having someone involved in that service area to
attend the meeting would be helpful. Warwickshire had an older than
average community, with many located in rural areas and there would
be more falls. She spoke of the alternate service pathways or a
community team to attend for such incidents. Research of 15 parish
councils had resulted in a number of similar issues being reported.
From the report, it was questioned if the response time data and
statements made within the document were accurate. The needs of
elderly patients and those with dementia should be taken into
account when considering categorisation. The points were
acknowledged and would be responded to under the subsequent Quality
Account (QA) item. Reference to alternative pathways and engaging
community first responders (CFR). These provided a valuable
additional resource for situations like the one reported. However,
the length of wait was not acceptable and previously would have
been an exception. It was known that symptoms worsened due to such
delays compounding the treatment needs and length of hospital stay
required. This was impacted by crews being delayed at hospital. The
councillor responded that in this case a complaint was urged by
WMAS staff.
The Chair gave a summation that ‘one
size fits all’ did not work nationally or within
Warwickshire. There was a need for flexibility within the system to
take on board local feedback. Also, a need for an end to end reform
of the NHS was evident, a need for accountability and improvement
in outcomes, and a need to accept the issues within the system.
Resolved
That the Committee notes the performance
update from West Midlands Ambulance
Service.
At 12:55pm the Chair moved a motion to suspend
standing orders to enable the meeting to continue beyond three
hours’ duration. This was duly seconded and approved by the
Committee. A brief adjournment took place for five minutes.