Scottish Ambulance Service National Risk and Resilience Department Lynsey McCann – Business Continuity Advisor

Background

• Coldest December on record in the UK • Busiest Hogmanay on record • Dealt with 3141 calls between midnight and 7am on 1 st Jan – 47% increase on previous year • Requested aid from MoD, Coastguard and Volunteers • Took delivery of 22 new 4x4 vehicles • Plan to introduce winter tyres across the fleet before winter 2011/12 • NHS Scotland has in place a well established and system wide winter planning process, which is subject to rigorous performance review and continuous improvement

Planning Process

Processes in place before Winter 2010/11 • Action tracker from 2009/10 • Modification to Resource Escalatory Action Plan (REAP) • Regular Conference Calls to monitor progress • Set up of National Command & Coordinating Centre (NCCC)

National REAP Levels

REAP Level 6 Potential Service Failure REAP Level 5 REAP Level 4 REAP Level 3 REAP Level 2 Critical Severe Pressure Moderate Pressure Concern REAP Level 1 Normal service

W/C 29

th

November 2010

Scottish Ambulance Servive: Winter Performance Management Agreed REAP Levels Week Commencing: 29/11/10 Division / Day Date North East Central South East West Central South West NRRD National Monday

29 4 4 4 4 3 4

4 Tuesday

30 3 4 4 4 3 4

4 Wednesday

1 4 4 4 4 3 4

4 Thursday

2 4 4 4 4 4 4

4 Friday

3 4 4 4 4 3 4

4 Saturday

4 4 4 4 4 4 4

4 Sunday

5 4 4 4 4 3 4

4

W/C 6

th

December 2010

Scottish Ambulance Servive: Winter Performance Management Agreed REAP Levels Week Commencing: 6/12/10 Division / Day Date North East Central South East West Central South West NRRD National Monday

6 4 4 4 4 3 4

4 Tuesday

7 4 5 5 5 4 5

5 Wednesday

8 5 5 5 5 5 5

5 Thursday

9 4 4 4 4 4 4

4 Friday

10 3 3 3 3 3 3

3 Saturday

11 3 3 3 3 3 3

3 Sunday

12 3 3 3 3 3 3

3

Hot Debrief

• Hot Debrief took place in Dec 2010 • Staff from all Departments completed debrief form • Conference call took place to discuss the main points • What was captured – Areas that did not work well – Areas that did work well – Areas for improvement

Areas that did not work well

• Access to 4x4s – Divisional & Workshops • Ability for staff to get to work • Poor communication between NCCC/EMDC/OPS • Confusion of roles and responsibilities of the NCCC • Staffing levels within EMDC • Access to fuel • Lack of snow chains / winter tyres • No budget reserve for Major Incidents • Supplies of equipment – blankets, drugs, grit, shovels etc.

Areas that worked well

• Staff professionalism • Support of external agencies e.g. Red Cross, Mountain Rescue, Military, First Responders • Use of Special Operations Response Teams (SORT) • EMDC Staff prioritising workload • Workforce planning • REAP levels and plan • Conference Calls to gauge national picture • Major incident EMDC Desk

Areas for improvement

• Increase 4x4 capability & distribution • Feasibility of Winter Tyres • Procedures for staff to get to work – Common pick up points • NCCC scope & procedure review • Use of alternative communication e.g. Social Media • Stockpile additional welfare equipment i.e. Blankets, hot pack meals, etc.

• Ensure actions are followed up - executive lead

What’s in place now

• Review of 4x4 vehicles • Review of HR Policies • Daily recording of REAP levels – Local & National • Review of REAP levels and management actions that go with them • Exercise Polar Storm planning team Completed • Review of NCCC • SG Winter Review Group

What we are doing now?

• Production and completion of action tracker (before winter) • Ensure communication with partner agencies • Seasonal Flu Programme • Review of Capacity Management/REAP plan

Questions

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