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 1st
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
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
4
4
East Central
4
4
4
4
4
4
4
South East
4
4
4
4
4
4
4
West Central
4
4
4
4
4
4
4
South West
3
3
3
4
3
4
3
NRRD
4
4
4
4
4
4
4
National
4
4
4
4
4
4
4
W/C 6th 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 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
?