Operational Performance
Update
John Nichols
Interim Chief Operating Officer
SCAS
Agenda
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Summary
Activity
Performance
Action Plans
Risks
Conclusions
Summary
SCAS
6%
Demand Increase
Performance Impact
Telephony “White Noise”
Red 8
- 1.5%
Berkshire
8%
- 1.5%
-2%
-1.5%
Sickness
EOC
“Wokingham/Berkshire” changes
- 0.5%
- 0.5%
- 0.5%
- 0.5%
- 2%
Total
- 4%
- 6.5%
SCAS Demand 2004 to date
Demand rising at above assumed growth rate
Weekly Activity vs. 2011/12
Demand particularly high during May
Demand and Performance
Demand at
+6% for SCAS
+8% for Berks
1.5 -2% loss on Red 8
.7 -1% loss on Red 19
Source: national REAP
document
Red1 Performance 2012/13
Averaging 15 Red 1 calls per day
6.5% of all Red Calls
1.5% of all E&U Calls
National Indicator (75%)
Standard from April 2013 (80%)
Red8 Performance vs Trajectory
Red 8 performance for July (to date) holding well, at above 76%
Red19 Performance vs Trajectory
97.00
96.50
96.00
95.50
95.00
Actual
94.50
Trajectory
94.00
93.50
93.00
09
/0
4/
20
12
16
/0
4/
20
12
23
/0
4/
20
12
30
/0
4/
20
12
07
/0
5/
20
12
14
/0
5/
20
12
21
/0
5/
20
12
28
/0
5/
20
12
04
/0
6/
20
12
11
/0
6/
20
12
18
/0
6/
20
12
25
/0
6/
20
12
02
/0
7/
20
12
92.50
Red 19 performance for July (to date) remains above 95%
Red8 Performance – Q1
Cluster
Red8
Performance
Trajectory
Berkshire
71.45%
73.3%
Hampshire
79.85%
76.6%
Ox Bucks
75.75%
76.8%
Red19 Performance – Q1
Cluster
Red19
Performance
Trajectory
Berkshire
96.00%
95.5%
Hampshire
95.1%
95.8%
Ox Bucks
95.98%
95.8%
Red 8 &19 YTD (to 23rd July)
Cluster
Red8
Performance
Red 19
Performance
Berkshire
71.1%
95.83%
Hampshire
76.83%
95.18%
Ox Bucks
79.95%
95.6%
Red 8 &19 Q2 to date
Cluster
Red8
Performance
Red 19
Performance
Berkshire
69.72%
95.14%
Hampshire
77.75%
95.47%
Ox Bucks
77.63%
94.2%
Handover delays April –June, 2011 vs 2012
2011
2012
Circa 500
additional lost
hours per month
Operational improvement plan
• Relocate Wokingham EOC
 Completed on 12th July
 Benefit realisation (plan compliance/resilience) from
end July onwards
• Expand/exploit CSD
 Recruitment now – nurses and ECPs
• Deliver enhanced EOC staffing
 Increase establishment by12 WTE Call takers
 Senior call takers at North EOC
 Full establishment by November
• Improved EOC performance management
 Call centre metrics
Operational improvement plan
• Improve consistency of number of hours on road
 Enforced Rota lock down at 2 weeks
 Abstraction management
 Focused additional resourcing to compensate for high demand
• Better matching hours on road with anticipated and
actual demand (performance consistency)
 Weekly demand reviews based on forward look
• Increase effectiveness and efficiency of hours
 Further improve efficiency of OSD (Fleet and equipment
availability)
 Additional short term “drivers” – vehicle movements
 Increased focus on reducing response ratios
Operational improvement plan
• Expand indirect resources
 Review of all potential static sites (care homes etc)
 Introduce 20 new static sites by end August
 Focused new CFR schemes (South Bucks and North Hants)
 Review Co responder contribution (North Hants)
• CAD changes to aid Red1
 Implemented 19th July
 Key word recognition/”purple” highlight high suspicion red 1 calls
• MDT upgrade
 Beta test in Portsmouth in August
 Flash upgrade remaining fleet during September
Operational improvement plan
• Berkshire Red 8 Performance
 Increase resource allocation (plus 2 RRVs)
 Increase focus on East Berks/South Bucks interface
 Provide improved dispatch/communication with “named” PPs
 Improve use of CFR/Co Responder/Static site number
 Rebalance dispatch sector (on patient flows and resources) Q4
• Hampshire Red 19 Performance
 Increase resource capacity – North Hants (protected cover)
 Improve use of CFR/Co Responder/Static site number
 Increased social standby capacity
 Increase vehicle availability to match new rotas
Risks
• Activity
– Planning for +4% v current +6%
• Fleet
– High VOR rates/New rosters
• Weather
– Bad winter
• Abstraction Rates
– Managing to plan
• Hospital delays
– CEO contact
– SHA & Commissioner support
Conclusions
• Confidence in achieving quarterly (National) A8
and A19 targets
• EOC staffing action plan in place
• Berkshire Red 8 recovery plan in place
• Hampshire (cluster) Red 19 action plan in place
• Action plans and contingency in place to
mitigate if demand continues above expectation
• Action plan in place to strengthen fleet position
• Main risks associated with Red1 and demand