Increase of available on-the-ground clinical hours
Decrease in response time for life-threatening cases (Cat 1), raising trust’s national Cat 1 ranking from 10th to 4th
Shifted mindsets towards an ambitious performance focus including setting stretch targets, daily battle rhythms, and piloting new actions
At the end of March 2020, national modelling predicted a 200% increase in call demand and face-to-face incidents in a regional ambulance service due to COVID-19. However, the trust was already struggling to meet the national targets for response times due to significant frontline staffing gaps, high rates of sickness, and long-standing systemic cultural issues.
To meet this challenge, TN supported the Trust to work at unprecedented scale and pace to expand all functions across the organisation that affected patient journeys, coordinating the mobilisation of teams across the organisation to take immediate action.
- Developing clear governance framework: Introduced weekly Transformation Cell and working groups to drive progress, and co-developed live Power BI dashboards to support performance management
- Increasing workforce capacity: Streamlined management of hiring processes, set clear workforce targets, and developed a roadmap to reach targets
- Upgrading operational command and control: Introduced Delivery Commander role, responsible for the daily command battle rhythm including managing demand, resources and patient risk
- Improving career development opportunities: Developed framework to improve skill mix and provide staff with a clear roadmap for career development
