Scottish Ambulance Service National Risk and Resilience Department

Scottish Ambulance Service National Risk and Resilience Department Lynsey Mc. Cann – Business Continuity Advisor

Background • Coldest December on record in the UK • Busiest Hogmanay on record • Dealt with 3141 calls between midnight and 7 am on 1 st Jan – 47% increase on previous year • Requested aid from Mo. D, Coastguard and Volunteers • Took delivery of 22 new 4 x 4 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 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 Critical REAP Level 4 Severe Pressure REAP Level 3 Moderate Pressure REAP Level 2 Concern REAP Level 1 Normal service

W/C th 29 November 2010 Scottish Ambulance Servive: Winter Performance Management Agreed REAP Levels Week Commencing: 29/11/10 Division / Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday Date 29 30 1 2 3 4 5 North 4 3 4 4 4 East Central 4 4 4 4 South East 4 4 4 4 West Central 4 4 4 4 South West 3 3 3 4 3 NRRD 4 4 4 4 National 4 4 4 4

W/C 6 th December 2010 Scottish Ambulance Servive: Winter Performance Management Agreed REAP Levels Week Commencing: 6/12/10 Division / Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday Date 6 7 8 9 10 11 12 North 4 4 5 4 3 3 3 East Central 4 5 5 4 3 3 3 South East 4 5 5 4 3 3 3 West Central 4 5 5 4 3 3 3 South West 3 4 5 4 3 3 3 NRRD 4 5 5 4 3 3 3 National 4 5 5 4 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 4 x 4 s – 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 4 x 4 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 4 x 4 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 ?