Basic Volunteer Responders Governance Framework
Version:
5.0
Owner:
National First Responder Forum
Author:
National First Responder Forum
Approved By:
Date of Approval
Ratified By:
Date Ratified:
Review Date:
Target Audience:
National Director of Operations Group
28 September 2011
National Ambulance Services Medical Directors Group
October 2012
October 2014
Ambulance Services utilising basic Volunteer Responders
Version Control Sheet
Changes made
Version
Date
Author
Role
Final Draft
from NFRF
working group
1
17/03/11
Kim Morrissey
Keith Boyes
Matt Heward
Community
Response
Managers
(CRM)
Following
agreement at
NFRF Meeting
2
05/04/11
Comments
from SECAMB
following
discussion at
NDOG
Amendments
to reflect the
view of NDOG
at their
meeting with
DOCCs on
20/09/11 that
there should
be a standard
level of CFR
Additional
amendments
as above
3
11/05/11
Changes
made by
Emma Scott
Keith Boyes
Changes
tracked from
SECAMB
4
17/10/11
Emma Scott
Forum
Secretary
5
08/11/2011
Andrew
Redgrave
Forum Chair
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Approval
Committee
NFRF
CDO
CRM
NDOG
2
Foreword & explanation
It is recognised that ambulance services across the UK seek to provide the best possible patient care.
Set against differing populations and landscapes the involvement of volunteers is essential to
compliment the service’s normal resources.
Volunteer Responders have evolved over the past 10 years. The National First Responder Forum
produced an outline governance document in 2008 which most Trusts have adopted and adapted to
meet local needs. Volunteer Responders have been scrutinised by many regulatory bodies and it has
been demonstrated that in most cases the governance is as robust as many other rapidly developing
concepts within the ambulance service.
It has only been possible to develop this document with the support of each ambulance service in
sharing their individual governance frameworks. Also an acknowledgement to Edexcel for allowing the
FPoS syllabus to be used to demonstrate the competencies required of an external verifier.
This document will set a standard basic level for Volunteer Responders. Trusts wishing to develop
advanced Volunteer Responder schemes must have their own governance arrangements.
Remit of the National First Responder Forum working group
The sub group remit was to create a nationally agreed clinical and organisational governance
document that is able to fully support the use of volunteers and provide a framework to safely operate
Public Access Defibrillators and volunteer Community First Responders.
To adopt existing best practice from all Trusts and to recognise that each Trust has different
organisational and cultural influences. The document will provide a framework that identifies the basic
level of volunteer competencies to a nationally agreed standard.
Methodology
Sub group of the National First Responder Forum lead by Barry Thurston Director of Operations
WMAS.
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Each UK Trust was invited to send in volunteer governance documents with as much
supporting evidence as possible.
Each individual Trust document was reviewed ensuring that every heading contained within
those documents was included.
Review and define the variants of
o organisational structure
o type of emergency incidents the Basic Volunteer Responders attend.
o equipment that the Basic Volunteer Responder requires.
o skills competencies that are required for a Basic Volunteer Responder.
The final document is based on an existing framework, with its supporting evidence that has
recently passed scrutiny from the Care Quality Commission (formerly the Health Care
Commission) and NHS Litigation Authority.
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CONTENTS
Section
Page
1. INTRODUCTION ................................................................................................................... 6
2. DEFINITIONS ....................................................................................................................... 8
3. MANAGEMENT STRUCTURE ............................................................................................. 9
4. FIRST RESPONDER CATEGORIES ................................................................................. 12
5. SOURCES OF REGULATION ........................................................................................... 13
6. REGISTRATION PROCESS .............................................................................................. 14
7. CODE OF CONDUCT......................................................................................................... 18
8. THE ACTIVATION CRITERIA ............................................................................................ 19
9. DATA / RECORDS MANAGEMENT .................................................................................. 20
10. LIABILITY ......................................................................................................................... 23
11. RISK MANAGEMENT ...................................................................................................... 25
12. LOGISTICS / ASSET MANAGEMENT ............................................................................. 26
13. PERFORMANCE / EFFECTIVENESS ............................................................................. 28
14. CLINICAL GOVERNANCE / TRAINING .......................................................................... 30
15. DRIVING / TRAVELLING TO INCIDENT
34
16. INVESTIGATIONS / INTERVIEWS / COMPLAINT .......................................................... 38
17. EXTERNAL REGULATION .............................................................................................. 39
APPENDIX A - references to clinical papers
39
REFERENCES
39
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Good practice templates are found in THE GOOD STUFF document
1. Scope of Practice Clinical Audit
 Scope of Practice Community First Responder
2. Clinical Audit
 Community First Responder Skills Record Form
 AED Event Form
3. Training
 Observation Shifts record
 Learning Evidence
4. Registration
 Role of Basic Volunteer Responder
 Role of the Scheme Coordinator
 Role of the Press Officer
 Application Form
 Entrance Interview Form Community First Responder
 Exit Interview Form
 Questionnaire Health Care Responders
 Driving Licence Check Form
 Personal Vehicle Insurance Form – Letter to insurance company
 Volunteer Declaration of Confidentiality
 First Responder Checklist
5. Occupational Health
 Occupational Health Questionnaire
6. Agreements for Basic Volunteer Responders

Voluntary Agreement covering Community First Responders
7. Equipment
 Recommended Equipment List for Basic Voluntary Responders
 Equipment Audit Report Form
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1.
INTRODUCTION
1.1
The purpose of this document is to provide the core elements that should be included in
governance arrangements for Basic Volunteer Responders.
1.2
Ambulance Service NHS Trust is committed to providing the highest quality out of hospital
care, treatment and ambulance transport. The challenge to deliver Basic Life Support (BLS)
and defibrillation to patients suffering from a life threatening condition in the first few minutes,
has brought about many changes in the ‘out of hospital’ care environment.
1.3
Individual volunteers and volunteer schemes work in partnership with the Ambulance Service
NHS Trust here known as the Trust. The Trust is committed to the facilitation of the Volunteer
Responders.
1.4
This governance framework sets out the operating procedures relating to this partnership for
volunteers who wish to become basic responders and describes the Trust’s responsibilities
for management of the scheme, involving both the local Scheme and its individual members.
Before being accepted as a basic responder, volunteers are required to agree to, and abide
by the contents of this framework. The LCRM, who is responsible for volunteers and the
Schemes within the Trust, has the authority to suspend or terminate the services of any
volunteer following any breach of this framework in consultation with the Chief Operating
Officer and Human Resources department.
1.5
This framework will be reviewed on an annual basis and the Trust reserves the right to alter or
change the framework and procedure at any time.
1.6
Basic Volunteer Community First Responder schemes comprise of members of the public
who volunteer to assist the Trust in their local community by attending emergency calls within
an agreed radius of where they live or work, providing emergency care whilst an ambulance is
en route to the patient.
1.7
Why have Basic Volunteer Responders?
Basic Community First Responder schemes are introduced whereby local volunteer
responders are trained to provide emergency care, including defibrillation, to the seriously ill
patient whilst an ambulance is en route to the scene. Other Volunteer Responders may
provide an alternative level of care and Trusts must ensure their own governance
arrangements support such schemes.
1.8
The chance of survival of a patient in cardiac arrest if defibrillated immediately is 85%, with
the odds decreasing by 10% for every minute that passes with no treatment. Early
defibrillation is therefore a crucial potentially life-saving intervention which basic Volunteer
Responders can perform whilst the ambulance is en route.
1.9
Clinical Efficacy
A number of clinical papers stand as testament to the efficacy of both PAD and volunteer
responder schemes. (See Appendix A)
1.10
Other organisations who have endorsed these strategies include;
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British Heart Foundation
IHCD (Faculty of Pre-Hospital Care of the Royal College of Surgeons of Edinburgh)
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St John Ambulance
British Red Cross
Royal Lifesaving Society
Resuscitation Council UK
1.11
Responding requires time, effort and dedication. It can be stressful, challenging and
demanding. Volunteers are urged to think carefully before making the commitment to
becoming a Volunteer Responder but those who do will find it a very rewarding and
worthwhile experience.
1.12
As an Equal Opportunity organisation the Trust expects all volunteers to adhere to the Trust’s
Equality, Diversity and Human Rights Strategy.i
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2.
DEFINITIONS
For the purpose of this governance framework the following terms and abbreviations will be used
throughout.
AED
Automated External Defibrillator
CFR
Community First Responder (a member of the public who volunteers to
respond)
Cardio Pulmonary Resuscitation
Co-Responder Scheme. Members of an associated professional body who
volunteer to respond
Community Response Manager / Engagement (locality responsibility) May
have a different job title
CPR
CRS
CRM
EBRs
Establishment Based Responder sites
EOC
Emergency Operations Centre / Health Care Hub / Ambulance
Communications (variations as per Trust)
IHCD
Institute of Health Care and Development
LCRM
Lead for Community Response/Engagement (Trust wide corporate
responsibility) May have a different job title
MOU/SLA
NHSLA
Memorandum of Understanding / Service Level Agreement
The National Health Service Litigation Authority is a special Health Authority
(part of the NHS) responsible for handling negligence claims made against
NHS bodies in England.
PADs
Public Accesses Defibrillator schemes
PRF
Patient Report Form / Skill Audit (variations as per Trust)
Scheme
Coordinator
TRUST
Member of a Volunteer Responder group who provides the main link with the
Trust
Ambulance Service NHS Trust
VOLUNTEER
RESPONDER
VOLUNTEER
RESPONDER
SCHEME
A Basic level Community First Responder
A scheme is established based on membership and emergency call activity.
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3.
EXAMPLE MANAGEMENT STRUCTURE
3.1
The Lead Community Response Manager
3.1.1
The LCRM will review the use of Basic Volunteer Responders on a regular basis and will be
responsible for ensuring the Trust complies with all statutory and mandatory regulations
regarding the use of volunteers within the NHS.
3.2
3.2.1

Develop and implement a corporate strategy for the use and integration of basic
volunteers within the Trust and explore and identify further opportunities for the
introduction of volunteer schemes

Arrange for the provision of advice and guidance on legal issues and best practice
relating to the use of volunteers within the NHS.

Develop and implement a corporate strategy to raise the profile of Basic
Volunteer Responders in the community in line with Media & Fundraising
policies.

Corporately Audit and evaluate basic Volunteer Responders and Volunteer Schemes.

Monitor any untoward or serious incidents to check on the basic Volunteer
Responder’s welfare. Ensure that all untoward incidents involving Volunteer
Responders in accordance with the incident reporting policy.

Monitor the investigation of any complaint that relates to basic Volunteer Responders.

Regular engagement with locality CRMs
The Community Response Manager
The CRM has management responsibility for Basic Volunteer Responders operating within
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their locality.
3.2.2
The CRM is responsible for the management of Basic Volunteer Responder schemes within
their locality.
3.2.3
The CRM is accountable to the LCRM holding corporate responsibility.
3.2.4
The CRM has the authority to suspend the services of any Basic Volunteer Responder who
breaches the agreed policies and procedures of the Trust.
3.2.5
The CRM role includes the following responsibilities:
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Promote, co-ordinate and effectively manage basic Volunteer Responders and
Volunteer Schemes within the Trust.
Develop a locality plan for the use and integration of volunteers within the Trust and
explore and identify further opportunities for the introduction of volunteer schemes
To ensure the Selection and Registration of volunteers complies to the procedures laid
out in the Trust Volunteer Policy.
Monitor and audit the training of basic Volunteer Responders including ongoing training
and to ensure it meets the standard required.
Audit and evaluation of basic Volunteer Responders and Volunteer Schemes.
Provide advice, support and guidance to Volunteer Responders.
Provide advice and support in fund raising activities of the basic Volunteer Responder in
pursuit of Trust aims and objectives.
Provide a liaison service between basic Volunteer Responders and the Trust including
day-to-day management, operation and clinical audit.
To provide appropriate training for all basic Volunteer Responder Schemes.
To maintain records of training.
To arrange recertification for all basic Community First Responders.
To set up at least quarterly review meetings to provide feedback on performance
and clinical effectiveness.
To collate and process basic Volunteer Responder paperwork.
To establish and maintain systems for handling any equipment failures.
Ensure an adequate level of stock for consumables.
Assist in raising the profile of basic Volunteer Responders in the community in
line with Media & Fundraising policies.
Follow up any untoward or serious incidents to check on the basic Volunteer
Responder’s welfare.
Record all untoward incidents involving basic Volunteer Responders in
accordance with the incident reporting policy.
Investigate any complaint that relates to basic Volunteer Responders.
To audit the timeliness and quality of care by basic Volunteer Responders.
To carry out the duties of an Operational Manager as required
Provide a database of all Trust owned volunteer medical equipment
Provide information for the Trust equipment asset register
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3.3
The Trust will encourage paramedics and other operational ambulance staff to become
mentors and provide clinical liaison for basic Volunteer Responders.
3.4
3.4.1
The Scheme Coordinator
The Trust will support the volunteer Scheme Co-ordinator from within each Scheme where
appropriate and whose role will be to:
 Support and motivate their team of basic Volunteer Responders and act as focal
point for the scheme:
 Cascade information to Scheme from the CRM.
 Arrange regular meetings for the Scheme to provide updates, support clinical review of
cases (patients details must be blanked out).
 Liaise with the CRM to ensure that training reassessments are carried out.
 Ensure individual training reassessment records are kept up-to-date and passed to the
Trust.
 Record untoward incidents, problems or concerns and report details to CRM at earliest
opportunity.
 Record keeping where appropriate (expenditure, insurance documentation,).
 Assist in raising the local profile of basic Volunteer Responders.
 Ensure policies and procedures are adhered to.
 Hold a small stock of consumables which is logged on an inventory list.
3.5
The Trust will conduct an annual review of each basic Volunteer Responder scheme to
ensure its effectiveness both clinically and operationally and to ensure compliance with
training requirements. The annual review will be presented to the Trust Board.
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4.
FIRST RESPONDER CATEGORIES
4.1
Community First Responder schemes are partnerships between the Trust and local
volunteers; There are effectively 3 categories that combine the classification of Volunteer
Responder for the Trust (Medical Students who wish to join the Volunteer Responders will do
so at the trained level of a Community First Responder.).
4.2
Community First Responder
4.2.1
Community First Responder schemes consist of individual volunteers within the community
and must be trained to the basic level of a volunteer responder as described in section 14 of
this document.
4.4
Public Access Defibrillators (PADs)
4.4.1
PADs are predominantly sited in sparsely populated locations that are anticipated to have a
very low call rate. They are supported by local Parish councils and other voluntary fund
raising groups. These AEDs are available to the public. The AED will remain the property of
the fund raising organisation and the local group will nominate a guardian who is responsible
for its upkeep and servicing. Groups are encouraged to link in with the local ambulance Trust
thus ensuring that the AED is mapped on the Emergency Operations Centre mapping
systems. When a 999 call is recognised as a cardiac event the caller can then be advised the
location and availability of the AED.
4.4.2
There are many organisations who promote AEDs to parish and town councils. These
organisations encourage various sites to have an AED outside on the wall and to make this
available for public use.
4.4.3
Training should be offered in order that users are confident to use the equipment.ii
4.5
Established Based Responders (EBRs)
4.5.1
EBRs are Volunteer Responders who are selected either by the Trust or the relevant
establishment. These responders engage in their normal activities within the establishment
until an emergency medical incident occurs on the premises. They then act according to their
levels of training on behalf of the establishment and the Trust. An example of EBRs would be
employees at a railway station who provide basic life support and defibrillation skills in the
event of a collapse on the premises.
The competencies and equipment minimum required:
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Basic Life Support to an accredited standard following UK Resuscitation Council
Guidelines iii
Training in the use of an AED to manufacturers safe use guidelines in order that operators
are confident in the use of the device.
Pocket Resuscitation Mask
Drying cloth
Hand protective gloves
Scissors and razor
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5
SOURCES OF REGULATION
5.1
The regulation of basic Volunteer Responders is achieved through the application of the
Volunteer policy document, MOU, Volunteer Agreement and effective operational
management. The governance framework will be formally referenced in the policy or
memorandum arrangements. Each of the responder categories has its own source of
regulation. The overarching governance approach will be underpinned by the relevant core
and developmental components of Department of Health Standards for Better Health
(SfBH).iv
Basic Community First Responders,

Volunteer Responder Policy and Governance Framework. Volunteers are bound by a
dedicated Volunteer Agreement which clearly states that there is no intention to create a
contract of employment between the Trust and the volunteer.v
Establishment Based Responders / PADS sites
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Bound by a generic MOU between establishments and the Trust
Bound by the governance framework which is referenced in the generic MOU/SLA
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6.
REGISTRATION PROCESS
6.1
This registration process has been written using the guidelines issued in ‘Volunteers across
the NHS: improving the patient experience and creating a patient – led service’ by
Volunteering England (VE).vi
Basic Volunteer Responders should be supported to generate new volunteers within their
local communities. The new volunteer should be informed of the expectations required for the
role. The selection and registration should reflect the local diversity of the community where
possible.
6.2
6.3
Using electronic communication mediums interested parties will receive an information pack
which will contain as a minimum:
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6.4
When an application form is returned the basic Volunteer Responder will be:
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6.5
An Introduction letter
Application Form with guidance notes for completion.
An Information Booklet about their chosen area of Community Response.
Role Description
Sent a letter inviting them for an entry meeting and detailing the meeting content.
Asked to supply the names of two referees.
Sent a Criminal Records Bureau Enhance Disclosure Form (CRB) together with
explanatory notes on completion.
Sent an Occupational Health Questionnaire
Buddy Responders
Buddy Responders are volunteers who drive a Volunteer Responder to an incident but do not
attend to the patient. Though they do not require the full training they do require as a
minimum;
 CRB Clearance (every 3 years)
 Driving Licence check (annually)
 Checks of insurance, MOT
6.6
The Entry Meeting
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6.7
The entry meeting panel will consist of representatives of the Trust.
A formatted selection of questions will be used, it is important that this is a two way
process and the basic Volunteer Responder should be encouraged to ask questions.
Occupational Health Questionnaire and CRB form will be collected from successful basic
Volunteer Responders for processing by Trust.
Unsuccessful basic Volunteer Responders may be given advice about other volunteering
opportunities within the Trust such as Voluntary Car Service.
On receiving suitable references, Criminal Record Bureau and Occupational Health
clearance, the basic Volunteer Responder will:
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have their Driving Licence and MOT, Insurancevii
Attend an induction course, which will inform them of Trust policy and procedures.
Will sign the relevant voluntary agreement for the role..
Will have their picture taken for their Trust ID card.
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6.8
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Once the basic Volunteer Responder has achieved all required competencies to perform their
task they will be issued with their Trust ID Card, PRF Number / Call Sign and be able to
actively respond in their role. A responder cannot respond or have any patient contact until
the above process is completed and a letter of acceptance from the Trust has been received.
6.9
Help and Support for the Volunteer Responder during the registration and training
process.
6.9.1
Whether or not the volunteer is suited to the role will be a decision made by mutual
agreement between the Volunteer Responder and the CRM.
6.9.2
Where possible a new basic Voluntary Responder will be given a mentor/buddy as a named
contact, also they will be given the CRM Details who will offer advice and support as required.
6.9.3
The prospective Volunteer Responder will be aware of how to contact the CRM for help and
support through out the application process.
6.10
Induction
6.10.1 All basic Volunteer Responders will require an agreed Induction into the Trust viii
6.11
The Induction Procedure
6.11.1 The induction procedure will be in line with the Trust Volunteer Policy and starts with an initial
enquiry by the Volunteer Responder. Following the induction procedure will ensure that the
Volunteer Responder is supported and covers all elements of their initial training until they
reach completion.
6.11.2 The procedure will be followed for all new Volunteer Responders and links in with their
individual training programme and the Community Response Registration Procedure.
6.11.3 The induction procedure is designed to support a new volunteer into the Trust and will provide
the necessary information and guidance required for their role.
6.11.4 All polices and procedures that relate to Volunteer Responders will be available to be
accessed by all Volunteer Responders at any time. .
6.11.5 Volunteer CFRs, will complete an induction progress record to ensure they have achieved the
required aims and objectives.
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Induction Requirement
How requirement will
be gained
Induction Process
Induction Process
Induction Process
How requirement will be
evidenced
Induction Progress Record
Induction Progress Record
Induction Progress Record
Induction Process
Induction Process
Induction Process
Induction Process
Induction Progress Record
Induction Progress Record
Induction Progress Record
Induction Progress Record
Induction Process
Induction Process
Induction Process
Induction Process
Induction Process /
Registration Process
Induction Process
Induction Process/
Registration Process
Induction Progress Record
Induction Progress Record
Induction Progress Record
Induction Progress Record
Induction Progress Record
Registration Record Form
Induction Progress Record
Induction Course Progress
Record
Registration Record Form
Scope of Practice Document
Registration Process
Information about the registration
process
Issue of PRF Number and Call Sign
Issue of Uniform and Trust ID Card
Occupational Health Screening
Hepatitis B Inoculation
Volunteer Agreement
Observation Shift with an Emergency
Ambulance
A Observation Shift within the
Emergency Operations Centre
Familiarisation with Trust ambulance
equipment
Familiarisation with Responders
Equipment
Procedure for Re stocking equipment
Registration Process
Induction Course Progress
Record
Registration Record Form
Registration Record Form
Health and Safety Policy
Volunteer Policy
Volunteer Maintenance of Standards
Procedure
Volunteer Dissatisfaction Procedure
Equality and Diversity Policy
Infection Control Policy
Community Response Incident
Reporting Procedure
Manual Handling Policy
Conflict Resolution Management
Vulnerable Adult and Child Policy
Whistle Blowing Policy
The Role of a Volunteer Responder
Trust Vehicle Driving Policy
Information about the Ambulance
Service
To include:
 Named contact
 What supervision and support
is available
 Training Programme
 Trust Visions and Values
Requirement for volunteers to inform
Jobcentre Plus of their volunteering
Registration Process
Registration Process
Registration Process
Registration Process
Registration Process
Responder Training
Programme
Responder Training
Programme
Responder Training
Programme
Responder Training
Programme
Responder Training
Programme
Induction Process
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Registration Record Form
Registration Record Form
Registration Record Form
Registration Record Form
Registration Record Form
Signed Observation Record
Signed Observation Record
Training Course Progress
Record
Training Course Progress
Record
Training Course Progress
Record
Induction Progress Record
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6.12
The Informal Exit Interview
An informal interview will take place between a representative of the Trust and the Volunteer
Responder to discuss why the Volunteer Responder is leaving, examples of areas that should
be discussed are:
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Why is the Volunteer Responder leaving?
Can any adjustments be made to assist the Volunteer Responder complete their role?
This should be a two way discussion with the Volunteer Responder giving feedback about
Trust.
6.12.1 A recommendation should also be made, about whether the Volunteer Responder is suitable
to re join the Trust as a Volunteer Responder at a future date. All interviews are documented
and kept on the Volunteer Responder’s personal file for future reference.
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7.
CODE OF CONDUCT
7.1
The efficiency and the reputation of any Trust, no matter how well organised and equipped it
may be, depends on the conduct and efficiency of their staff. Volunteers have the responsibility
to perform their duties within the limits of the laid down procedures and the training they have
received. Actions outside of these limits could have legal implications for:

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The Patient
The Volunteer
The Trust
7.2
Most people have very little knowledge of the Trust. To the public the Trust is the personal
attention which the members of staff give to their patients. To deserve the trust of patients, the
respect of other emergency services, the health service in general and the public, it is
necessary to have a code of conduct which imposes high standards of behaviour and self
discipline, In other words how staff conduct themselves when going about their daily duties.ix
7.3
The Code of Conduct for Volunteer Responders forms part of the applicable voluntary
agreement, which every Volunteer Responder must sign.
7.4
The CRM is responsible for ensuring all volunteers adhere to the code of conduct and has the
authority to suspend the services of any volunteer who breaches the code. The matter will then
be referred to the LCRM for further investigation in line with the problem solving procedures
laid out in the Volunteer policy.x
.
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8.
THE ACTIVATION CRITERIA
Deployment of Community First Responders,
8.1
8.1.1 The following guidelines relate to basic CFRs responding to emergency incidents, they may
respond to a specified number of Red 1 and Red 2 calls within their own community with the
following exceptions:
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Violent Situations
Psychiatric / Suicidal Patients
Road Traffic Collision
Any incidents on the Motorway Network
Any Incidents involving hazardous materials ( HAZMAT ) or any situation requiring the
mobilisation of the hazardous Area Response Team ( HART ) or the Urban Search and
Rescue Team ( USAR )
Any gynaecological or maternity related incident unless the chief complain appears to be
unrelated.
Locations that have restricted access such as prisons, military establishment that are
encouraged to have own AED available.
8.1.2 Basic Volunteer Responders are not allowed to stand a vehicle down under any
circumstances. Volunteers are there to complement the NHS Ambulance service and are in no
way there to replace full time Ambulance staff / vehicles.
8.1.3 An NHS ambulance service response must be dispatched immediately regardless of the
running time to support the basic voluntary responder. If it is not possible to do so the incident
should be drawn to the attention of the EOC Duty Manager recorded in line with the Trust’s
incident reporting procedure.
8.1.4 Basic Volunteer Responders must be allowed to decline to attend any call at any time.
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9.
DATA / RECORDS MANAGEMENT
9.1
Responder Personnel Files
9.1.1 Basic level Community First Responders
Will have personnel file containing the following items as a minimum:











Application and selection documents
Personal and contact details
Proof of criminal record clearance (which also includes checks of POVA and List 99 for
those attending to children) (free for volunteers, conducted every 3 years)xi
Occupational health clearance form
Next of kin notification details
File notes or investigation reports
Signed receipt and acceptance of policy documents/ certificate copies for file
Official Trust correspondence to the individual
Proof of Car Insurance & MOT (annual check)
Copy of Driving Licence (annual check)
Signed Voluntary Agreement
These files will be maintained by the CRM within the Community Response Department and
details will be entered on the secure volunteer database.
9.1.2 Establishment Based Responders (EBRs)
Operating in partnership through a generic memorandum of understanding
The registration and training of EBRs is not as complex as for CFRs. The individual EBRs
name, employer and training record will be recorded on the volunteer database.
9.2
Training Files
9.2.1 Basic level Community First Responders
Will have a training file which will document the following information as a minimum:






Details of the initial training course and the responder’s results
Dates of when refresher training is due
Evidence of accreditation of prior learning (APL) if applicable
Relevant Career Development Portfolio if applicable
Evidence of Scope of Practice if applicable
Summary of all external medical / clinical qualifications/photocopy certificates portfolio
which may be asked for at any time.
 Details of any identified training needs and the action subsequently taken
9.2.2 This information will also be entered onto the volunteer database which will provide the
following information as a minimum:


Personal details
The responder’s level of training
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
Dates of when refresher training is due
9.2.3 Establishment Based Responders (EBRs)
9.2.4 Each EBR volunteer will be entered into a general Volunteer Responder training database
which will provide the following information as a minimum:




Establishment details
Personal details
Details of responder’s level of training and training provider
Dates of when refresher training is due every 12 monthsxii
It will be the responsibility of the establishment to maintain records of training and copies of
certificates for each of their EBR volunteers but these records must be made available to the
Trust on request.
9.4
Master Lists / Trust secure data base
9.4.1 A set of electronic master lists/volunteer database will be maintained by the CRM which will be
accessed from the Trust’s main computer network but which are also backed up onto hard
media every month.
9.4.2 The Master Lists/volunteer database will be stored on a secure password protected system.
9.4.3 The Master Lists/volunteer database will be maintained in accordance with the requirements of
the Data Protection Act.
9.4.4 These master lists/volunteer database will include the following data:




9.5
An ‘active’ list for each of the Volunteer Responder categories which details the name,
address, contact details and personal identification number (PIN) for all first responders
considered active
A ‘non-active’ list which details any Volunteer Responder who is deemed to be in-active for
whatever reason
A Volunteer Responder Schemes’ list which details each community based scheme and
the geographical area they cover
An ‘Establishment’ list providing details on each establishment scheme and the names of
responders in each
Investigation / Problem Solving Records
9.5.1 These records will be held by the Trust, if the investigation is in response to a complaint, the
matter will be handled accordance to the problem solving procedures laid out in the Volunteer
Policy. The outcome of any investigation or problem solving action in relation to a Volunteer
Responder will be summarised and recorded in their personnel file.
9.6
Data Protection Compliance
9.6.1 The Trust Caldicott Guardian will oversee these processes and ensure compliance with
legislation and guidance concerning the storage and use of data.
9.7
Confidentiality
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9.7.1 Volunteer Responders will comply with the Trust’s requirements laid down in the Volunteer
Policy with regard to confidentiality.
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10.
LIABILITY
10.1
Insurance Provision
10.1.1
For the purpose of insurance, basic Volunteer Responders are classed as agents of the
Trust when they are responding on its behalf.
10.1.2
The Trust insurance cover is provided by the NHS Litigation Authority. Employer Liability,
Clinical Negligence Cover and Public Liability have been extended to cover all basic
Volunteer Responders engaged in authorised activities and working within their defined
scope of practice.
10.1.3
Volunteers are not covered by NHSLA during the course of fund raising activities.
10.1.4
Volunteers are covered by the NHSLA against accidental bodily injury incurred in the course
of their activities as an agent of the Trust and which includes death, permanent total
disablement and loss of limb or eye only. This cover only extends to those under the age of
70 years and does not cover loss of earningsxiii
10.1.5
If basic Volunteer Responders are required to drive their own vehicle while acting as agents
of the Trust, the Trust should ensure that they have sufficient motor insurance and that the
vehicle is legally roadworthy.
10.1.6
If basic Volunteer Responders are required to drive Trust vehicles as part of their role, they
must conform to the Trust’s driving policy and have passed a driving assessment facilitated
by the Trust. Volunteer Responders will then be covered by the Trust’s motor insurance.
10.1.7
Basic Volunteer Responders are required to notify the relevant Trust immediately of any
health changes, traffic violations or motoring convictions which affect their suitability for the
role.
10.1.8
More details on driving and vehicles are contained within section 15 of this document.
10.2
Lines of Responsibility
10.2.1
Basic Volunteer Responders must ensure that they do not exceed their levels of training and
ability.
10.2.2
Basic Volunteer Responders must remain within the Volunteer Responders Governance
Framework. It is the responsibility of the Volunteer Responder to ensure they are familiar
with the governance framework and remain compliant with it.
10.2.3
The Trust will ensure that the governance framework remains fit for purpose and complies
with the wider framework of regulations and best practice defined by authorities such as the
NHS Litigation Authority, Health & Safety Executive, the Care Quality Commission and our
commissioning partners.
10.2.4
In the case of criminal proceedings arising whilst acting as agents of the Trust, basic
Volunteer Responders will be responsible for providing their defence at their own expense,
as are all other members of NHS staff including Trust employees.
10.2.5
Basic Volunteer Responders must be advised that by acting as an agent of the Trust they do
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not invalidate any of their own existing insurance arrangements. For example; the storage of
oxygen in their own home.
10.3
Health and Safety
10.3.1
All basic Volunteer Responders must comply with Health and Safety standards as set by the
Trust.xiv Such standards are detailed in the Trust’s policies and procedures and during
Induction training.
10.3.2
All basic Volunteer Responders will receive information or training during induction on risk
management and incident reporting.
10.3.3
All accidents, injuries and near-misses must be immediately reported to the Trust and
followed by a completed Incident Report Form.
10.3.4
All basic Volunteer Responders must have access to the appropriate personal protective
equipment relevant to their role.
10.3.5
To obtain a national recognised identity all basic Voluntary Responders must have as a
minimum a high visibility jacket clearly badged to identify the volunteer as an Ambulance
Community First Responder, safety glasses, wear full length trousers with stout practical
footwear.
10.3.6
In accordance with the Trust policy - only Trust approved equipment and identification
badges will be worn when attending all incidents. Identification badges will clearly identify
the individual as a Trust Volunteer Responder.
10.3.7
To comply with HSE directives high visibility jackets must be secured at the front when
attending incidents at all times.
10.3.8
Volunteer Responders are advised of the hazards associated with working lengthy hours.
Volunteer Responder must ensure that they do not undertake duties or make themselves
available where there is a risk of them becoming fatigued or tired. The EU Working Time
Regulations, 1998, cover matters such as daily working hours, rest breaks and holiday
entitlement. They only apply to workers and employees working under a contract, so
organisations are not obliged to follow this piece of legislation when working with genuine
volunteers.xv
10.3.9
Volunteer Responders are reminded that it is appropriate to consult their
employers/Jobcentre Plus and gain permission to undertake their role as a basic Volunteer
Responder as this may have an impact on their employment/benefits.xvi
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11.
RISK MANAGEMENT
11.1
Incident Reporting
11.1.1
Basic Volunteer Responders are required to adhere to the Trust’s incident reporting
procedure. Any adverse incident or any identified risks which are beyond normal
expectations must be reported on the incident reporting form and submitted to the CRM.
11.1.2
Responders will receive instruction on how to participate in the incident reporting process.
11.1.3
A system of support for counselling is available for when a basic Volunteer Responder is
subjected to a call of a disturbing nature.
11.1.4
11.2
LCRM to complete the trust risk register and lead the process to reduce the risk accordingly.
Risk Management
11.2.1
The management of risk associated with the activities of basic Volunteer Responders will be
managed in-line with the risk management policy of the Ambulance Service NHS Trust and
should be reviewed at least annually.
11.2.2
Any situation requiring management support or intervention for a CFR, HCR, EBR or
Voluntary Services responding as agents and on behalf of the Ambulance Service, will be
reported by the CRM to the LCRM (corporate responsibility) immediately.
11.2.3
Incidents that should be notified:





11.2.4
Any road traffic collision where a volunteer has been involved.
Any complaints made against a volunteer.
Any incident where is believed that the volunteer may require additional support, in line
with the CFR out of hours - post incident support policy.
Any incident that occurs that the Duty EOC Manager believes requires support and
Management from the Community Response Department.
Any criminal conviction or potential criminal conviction
The LCRM will then advise the appropriate CRM in the management of the situation as the
need arises.
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12.
LOGISTICS / ASSET MANAGEMENT
12.1
An asset intelligence database will be maintained for all Volunteer Responder equipment
which is issued and belonging to the Trust.
12.2
Intelligence will also include all relevant serial numbers, MEMO numbers (if applicable), make
and model details and due service dates.
12.3
For AEDs at Establishment Based Sites which are logged as resources for the Trust, a check
sheet detailing weekly checks of the machine must be returned to the CRM at least on a
monthly basis. This will be detailed in the MOU between the site and the Trust.
Charity funded equipment
12.4
12.4.1 Any item purchased by the charitable funds will be considered assets of the Trust and
therefore the Trust will undertake the governance of the purchased / donated equipment.
12.5
Equipment
12.5.1 Each basic Volunteer Responder is provided with an official Trust ID card, complete with
photograph, which must be carried at all times when responding to a call. On leaving the
scheme the CRM must ensure that the Volunteer Responders return their ID cards and any
other property supplied by the Trust.
12.5.2 Basic Volunteer Responders will only be authorised to purchase and use equipment/supplies
authorised by the Trust.
12.5.3 Each basic Volunteer Responder is responsible for ensuring that the equipment is fit for
operation at the beginning of their shift, that it is cleaned after use as per training and then
stored correctly.
12.5.4 Any defective or unserviceable equipment must be withdrawn from use and reported as soon
as possible, to the CRM.
12.5.5 Consumables can be replaced as necessary from stock held on each ambulance but only
after receiving permission from the ambulance crew. If the volunteer is not able to replenish
stock then they should contact their CRM who will arrange the replenishment.
12.5.6 Oxygen and consumable supplies can also be replenished at designated ambulance stations;
this should be facilitated via EOC who can communicate with the station / depot prior to the
responder arriving. Responder ID should be presented and inspected prior to equipment
being issued. Where possible this should be facilitated through the CRM.
12.5.7 Each basic Volunteer Responder is responsible for ensuring that all equipment is maintained
as per manufacturer’s instructions.
12.6
Equipment Inspections
12.6.1 Clear records will be maintained which will detail each scheme or EBR. Periodically the
Scheme Coordinator who is endorsed by the Trust and the CRM will conduct an inventory
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check to ensure that equipment assigned by the Trust or held by the Volunteer Responder is
being properly maintained and remains fit for purpose.
12.6.2 Each inventory check will be recorded on the recommended equipment list for Voluntary
Responders for internal or external audit inspection.
12.6.3 Regular checks will take place to ensure that the operational readiness of equipment is
maintained at all times.
12.6.4 Cleaning of equipment will adhere to the Trust’s Infection Control Policy.
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13.
PERFORMANCE / EFFECTIVENESS
13.1
Performance Monitoring
13.1.1
A comprehensive monitoring system incorporating clinical performance will be used to
record and analyse all basic Volunteer Responder schemes. The system will include the
following aspects:









Activity reports detailing all cases attended by each responder or scheme/ clinical audit
supporting evidence based practice
Monitoring of clinical care
C.P.D programme in place
Audit process to identify poor clinical performance
Audit process to identify poor areas of coverage
Contribution to Trust objectives and patient care:
o
Clinical Performance Indicators
The contribution by Volunteer Responders to the performance standards on a monthly
and yearly basis.
o
First on scene time (clearly distinguished from unique performance)
o
Unique performance on scene time
Late activation and delayed response monitoring.
For establishment sites KA34 can be met providing that an MOU is in place and there is
evidence that staff at the site are trained in the use of the AED.
13.2
Volunteer Responder Clinical Auditing Procedure
13.2.1
The procedure will:




13.2.2
Each Establishment Based Responder will:



13.2.3
Identify key patient assessment skills and clinical interventions used by each category of
Voluntary Responder by using a pre formatted skills matrix.
Identify training needs of the Volunteer Responders, which will then be encompassed
into training courses or individual learning plans when required.
Ensure compliance with patient record forms ensuring patient records are completed
correctly.
Provide clinical governance for the role of Volunteer Responder.
Complete an AED Event Form
Contact the CRM to ensure de-brief of skills.
Ensure on scene time is passed to the responding crew together with a handover of
interventions taken.
Each Community First Responder will:






Ensure that a PRF / ePRF is completed in line with the Trust PRF Guidelines
Complete an AED Event Form.
Hand the completed PRF to qualified Trust personnel who take over patient care.
If the above is not possible, hand the completed PRF to the designated CRM
Notify the CRM of any problems in complying with this procedure.
Ensure that all skills audit procedures are followed (this applies particularly if a CFR
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specific PRF is not in use).
13.2.4
The CRM will:




Ensure that the Trust’s skills auditing procedures are followed, skill decay is identified
and training needs are addressed (this applies particularly if a CFR specific PRF is not
in use).
Provide feedback on PRF completion and identify training needs where completion is
not to required standard. . Ensure the findings of any PRF audits are recorded.
Check that all interventions have been performed in line with JRCALC guidelines for all
basic Volunteer Responders.
Investigate any discrepancies within the clinical audit procedure.
13.3
Monitoring and Governance of Process
13.3.1
Consistent failure of a basic Volunteer Responder to comply with the above process may
lead to withdrawal from the scheme.
13.3.2
All basic Volunteer Responders will receive training on clinical audit and governance during
their initial training course to ensure compliance with this procedure.
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14.
CLINICAL GOVERNANCE
14.1
Standards of Training
14.1.1
Basic Volunteer Responder training meets the recommended national standards as laid
down by United Kingdom Resuscitation Council, Joint Royal Collages Liaison Committee
and the Institute of Health Care and Development.
14.1.2
Each volunteer will complete a laid down training programme to meet their scope of
practice.
14.1.3
The training programs for basic Community Responders will be standardised across the
Trust and their scope of practice. The training programme will be referenced to the
following:







Voluntary Aid Society approved manuals
UK Resuscitation Council Guideline
IHCD First Person on Scene (Basic/Intermediate) Award
British Heart Foundation – Heartstart Programme
HSE First Aid at Work
Joint Royal Colleges Ambulance Liaison Committee
Equipment – Manufacturer’s construction and use guidelines
14.1.4
Some of the EBR sites within the National Defibrillation Programme will have received Site
specific training. This will be detailed within the Memorandum of Understanding.
14.1.5
Establishment Based Sites, PADs
 EBR Site – Level One (Heartstart programme and AED manufacturer’s guidelines)
 Basic Life Support and safe use of an AED
 Practical CPR sessions including scenario
14.1.6
Basic Community First Responders

As an external award Edexcel is recognised as the leading awarding body in the UK.
The First Person on Scene Award is used as an example of good practice and may be
considered as the minimum competencies. Other training arrangements are acceptable
providing they cover the required standards of training set out in “Section 14.1” and
have been agreed by the Trust’s Medical Director.
Example of basic training syllabus;
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Title
FIRST PERSON
(Basic) level 2
Entry requirements
DIRECT ENTRY
THE PRE-HOSPITAL
ENVIRONMENT
A1.1 The role of FPOS
A1.2 Scene safety
A1.3 Minimising risk of
infection
A1.4 Post-incident
procedures
A2.1 Communicating
PATIENT
ASSESSMENT
with patients
A2.2 Examination and
assessment
A3.1 Recognition of
respiratory problems
A3.2 Common
breathing difficulties
A3.3 Basic airway
management
- Causes of
blocked airway
RESPIRATION AND
AIRWAY
MANAGEMENT
BASIC LIFE SUPPORT
DEFIBRILLATION
CIRCULATION
& SHOCK
- Opening &
maintaining a
clear airway
- Choking
B3.3 Use of oropharyngeal airways *
B3.4 Oxygen
supplementation *
B3.5 Ventilation
support *
A4.1 Perform basic life
support
A4.2 Recovery position
A5.1 Automated
external defibrillation
B512 Normal /
abnormal heart
rhythms
A6.1 Recognition and
initial care of
haemorrhage
- bleeding
- shock (to
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include faints)
MEDICAL
RELATED
EMERGENCIES
TRAUMA
RELATED
EMERGENCIES
Recognition and initial
care of :
A 7.1 Heart
attack/angina
A7.2 Diabetes
A7.3 Stroke
A7.4 Epilepsy
A7.5 Unconscious
patient
A7.6 Asthma /
anaphylaxis
B7.7 Assisting the
Paramedic
A8.1
Recognition and
initial care of
injuries to bones,
joints, tendons and
ligaments * #
A8.2 Recognition and
initial care of
burns and scalds
*#
A8.3 Recognition and
initial care of
other trauma
related injuries * #
A8.4 Skeletal
stabilisation * #
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14.1.8
At the end of the training course each basicCommunity First Responder is required to
pass a written knowledge test and practical assessments. Community first responders are
subject to reassessment at least annually. The re assessment will cover AED and Basic
Life Support skills.
14.1.9
Due to the nature of the calls, basic Community First Responders are inevitably exposed
to stressful and potentially disturbing situations. The Trust must ensure sufficient support
and counselling facilities are available to assist volunteers in these situations.
14.1.10
Basic Community First Responders may have within their groups a dedicated trainer for
each group who will train and facilitate the training of basic life support and use of an
AED, after completing the Trust train the trainer course. It is the responsibility of the CRM
to ensure trainers are kept fully refreshed and updated in accordance with their
qualification. Volunteers taking on the role of trainer must have the relevant experience
and training qualifications to undertake this role.
.
14.2
Scope of Practice
14.2.1
The scope of clinical practice for Volunteer Responders is prescribed by the standard
training delivered to them by the Trust. A Volunteer Responder must operate within their
relevant scope of practice and sign an agreement to this effect.
14.3
Clinical Record Keeping
14.3.1
All patient interventions carried out by basic Volunteer Responders will be documented
according to Trust procedures e.g. PRF / ePRF / skills record form. They will also be
required to comply with the Trust incident reporting procedure in the event of any adverse
incident.
14.4
Clinical Supervision
14.4.1
All basic Volunteer Responders will receive clinical support and development that
includes:





Post incident debriefing as required
Clinical skills recording and auditing procedure.
Training needs analysis from clinical audits.
Regular update training to ensure that basic Volunteer Responders provide the
highest levels of patient care in line with their scope of practice.
An individual appraisal with CRM (if requested)
14.4.2
Regular case reviews of emergency calls attended by basic Volunteer Responders will be
undertaken by the CRM, cases will be presented and reviewed by peer review at regular
skill study sessions.
14.5
Monitoring of this Process
14.5.1
14.5.2
This process will be monitored for compliance and effectiveness by the LCRM.
This Process will be fully reviewed on a 3 yearly basis between the LCRM the Trust,
Medical Director and CRM.
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15
15.1
DRIVING / TRAVELLING TO INCIDENT
Driving / Vehicle
15.1.1
Basic Volunteer Responder schemes are responsible for providing their own transport
either using private cars or locally sponsored vehicles.
15.1.2
The CRM must ensure that each basic Volunteer Responder has adequate insurance for
the vehicle being used and evidence of a valid insurance cover and current MOT
certification, if appropriate, will be required to be produced and recorded annually for the
Trust’s records. The volunteer’s driving licence must also be produced for annual
inspection and recording.
15.1.3
Each basic Volunteer Responder must ensure they have had sufficient rest in order to
drive safely between any paid employment and acting as a Volunteer Responder for the
Trust.
15.1.4
The Trust will not be held responsible under any circumstances for any vehicle excise
duty, MOT, insurance premiums or any other sum payable in respect of the vehicle.
(Including any hire purchase or loan repayments in respect of the vehicle)
15.1.5
It is the individual’s responsibility to maintain their own vehicle in a safe and roadworthy
condition. The Trust will not be held responsible under any circumstances for any
consequences of a vehicle fault
15.1.6
Volunteers must not be out of pocket from their volunteering and therefore must be
allowed to claim expenses e.g. mileage.xvii
15.2
Travelling to incident
15.2.1
Transportation of a patient in a basic Volunteer Responder’s vehicle is prohibited.
15.2.2
In rare and exceptional circumstances authorisation by the Trust will be given for the
transportation of a patient to a waiting ambulance resource. For example difficult terrain
/adverse weather conditions.
15.2.3
Volunteer Responders must operate and comply within the conventions of the Road
Traffic Act and have no exemption for driving under emergency conditions.
15.2.4
The vehicle must not under any circumstances be fitted or driven with any permanent or
temporary emergency warning devices including but not limited to light, sirens and
headlamp flash units
15.2.5
Equipment must be stored and transported in the boot of the vehicle. Special
arrangements must be made by individuals to secure the equipment in the rear of an
estate vehicle or any other vehicle that does not have sealed boot space.
15.2.6
Whilst driving to an incident volunteers must concentrate on the standard of their driving.
They must stop in a safe location to undertake other activities such as using the mobile
phone or reading a map. They must ensure they park safely and in accordance with the
Highway Code and any applicable local parking bylaws.
15.2.7
Trusts are able to make arrangements with local authorities that enable responders to
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park when attending an emergency at selected locations. eg a pedestrian location. This
arrangement must be with the Trust and not the scheme/responder. A letter written on
trust headed paper will be provided to the responder outlining the boundaries of the
agreement will be provided and should be made available to a parking attendant or
council representative on request. Personal vehicles may be fitted with a visor mounted
sign identifying them as an Ambulance Community First Responder. The responder
vehicle must not be fitted with any reflective/non reflective stripes, chevrons, badges or
other signage without prior permission of the Executive Director of the Trust.
15.2.8
Should a volunteer be involved in any accident whilst en route to an incident they must
stop and provide details in accordance with the Highway Code. This accident should be
communicated to the Trusts Emergency Operations Centre as soon as possible.
15.2.9
Should a volunteer have any concerns as to their safety at scene, they should remain in
their car and if safe to do so, drive on. They must advise the emergency operations centre
as soon as possible.
15.2.10
There may be on occasions when en-route to an incident, traffic congestion and the action
of other road users will increase stress and anxiety. Volunteers must learn to recognise
this natural heightened response of the body and maintain control of their actions.
15.2.11
All emergency calls will come from the Trust EOC either as a pager message, SMS text
messaging, radio or via the mobile phone. Mobilisation to a call is the sole responsibility
of the Trust. Basic Volunteer Responders will be mobilised to a pre determined criteria of
calls as defined by the Trust.
15.2.12
The basic Volunteer Responder informs EOC that they are responding using the correct
procedure and then mobilises to the address given.
15.2.13
The basic Volunteer Responder proceeds to the incident address at normal road speed
obeying speed limits in accordance with the current Road Traffic Act and the Highway
Code. No exemptions are available for community first responders.
15.2.14
Use of audible and visual warnings i.e. horn, hazard indicators and headlights must be in
accordance with the Highway Code and are not to be used to intimidate other road users.
15.3
On scene procedures
15.3.1
When the basic Volunteer Responders arrive on scene they should book in attendance
with E.O.C, park up safely and sensibly allowing access for the ambulance when it
arrives. It is acceptable for the basic Volunteer Responder to be accompanied by a buddy
Volunteer.
15.3.2
On arrival at the incident the basic Volunteer Responder, wearing appropriate uniform to
the incident shows their ID card explaining to the patient that the ambulance is en-route
and that they will provide emergency care until it arrives. The patient’s condition is then
assessed and appropriate treatment commenced.
15.3.3
If an immediately life threatening condition is presented and the basic Volunteer
Responder who has relevant training and experience from their normal occupation, they
may assist the patient to administer their own medication to prevent the condition
worsening.
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15.3.4
Basic Community First Responders are not authorised to cancel the ambulance which is
automatically dispatched at the time of call.
15.3.5
When the ambulance arrives the basic Volunteer Responder will give a concise verbal /
written hand-over to the crew and offer assistance if necessary.
15.3.6
The basic Volunteer Responder will not normally travel in the back of the ambulance to
hospital except if the basic Volunteer Responder is more qualified than the attending
crew, or in circumstances where it is at the request of the ambulance crew. In the event of
this occurring EOC will be notified immediately and facilitate the return of the Volunteer
Responder to his / her vehicle.
15.3.7
If the basic Volunteer Responder finds themselves in a violent or aggressive situation they
should leave the incident immediately and inform EOC and should not return to collect
equipment.
15.3.8
Basic Volunteer Responders must inform EOC of any untoward incident or driving offence
committed whilst responding to a call as soon as is practicable. The CRM should be
informed so that the relevant paperwork can be completed without delay.
15.3.9
Basic Volunteer Responders may be required to contact an appropriate person; at the
request of the crew i.e. relative/neighbour/carer should there be a dependant who remains
at the location who is unable to care for themselves.
15.3.10
A basic Volunteer Responder may come across an incident in which they may stop to
assist , It is essential that the Volunteer Responder contacts EOC as a matter of urgency,
prior to contact with the patient, through the 999 service. When talking to the EOC, it is
essential that the volunteer identifies themselves as a Volunteer responder and follows
the advice of the EOC staff.
15.3.11
If, having attended an incident, the basic Volunteer Responder wishes to have a de-brief
they should contact the EOC.
.
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16.
INVESTIGATIONS / INTERVIEWS / COMPLAINT
16.1
Complaints Procedure
16.1.1
Formal written or oral complaints relating to basic Volunteer Responders will be handled
according to the problem solving procedures laid out in the Volunteer policy.
16.2
Investigations
16.2.1
Basic Volunteer Responders are subject to Trust investigations and services can be
terminated as an option. However, the Trust should investigate any complaint in a fair
manner and if the basic Volunteer Responder is not happy with the way the investigation
has been handled, they are entitled to appeal in line with the problem solving procedures
laid out in the Volunteer policy.
16.2.2
Partner organisations may conduct their own investigations under the agreement that the
information is shared with the Trust.
16.3
Police and Coroner Report Statements
16.3.1
Basic Volunteer Responders may be required to provide a statement to the police or
participate in a police interview given their role as first person on scene. The Trust will
undertake to fully support basic Volunteer Responders during this process and a suitable
member of the Trust management team may be present during such interviews. A copy of
any statement given to the police may be requested by a basic Volunteer Responder and a
copy of this should be forwarded to the Trust.
16.3.2
Basic Volunteer Responders may also be interviewed as part of an internal investigation.
These interviews will be appropriately recorded and the basic Volunteer Responder will be
allowed to have representation should they so wish in accordance with the problem solving
procedures laid out in the Volunteer policy.
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17.
EXTERNAL REGULATION
17.1
External audit and oversight
17.1.1
Arrangements for basic Volunteer Responders should be subject to external review and
audit in accordance with recommendation of the following:












The NHS Litigation Authority
The Care Quality Commission
National First Responder Forum
The British Heart Foundation
External Audit Contractors
Commissioning Partners
The Department of Health
The National Ambulance Performance Standards
The National Service Framework for Coronary Heart Disease
The Joint Royal Colleges Ambulance Liaison Committee
The Charities Commission
CNST/RPST
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APPENDIX A
A selection of clinical papers to support efficacy of Volunteer Responder Schemes and Automated
External Defibrillators
Aufderheide, T. et al. 2006. Community Lay Rescuer Automated External Defibrillation Programs.
Circulation, 113 pp. 1260-1270
Christenson, J. et al. 2006. The effect of time on CPR and automated external defibrillator skills in the
Public Access Defibrillation Trial. Resuscitation 74 (1) pp. 52-62
Colquhoun, M.C. et al., 2008. A national scheme for public access defibrillation in England and Wales
Resuscitation 78, pp. 275-280.
Deakin, C.D. et al., 2010. European Resuscitation Council Guidelines for Resuscitation 2010, Section
3. Electrical Therapies: Automated External Defibrillators, Defibrillation, Cardioversion and Pacing.
Resuscitation 81 (10) pp.1293-1304
Nichol, G. et al. 2003. Cost Effectiveness of Defibrillation by Targeted Responders in Public Settings.
Circulation. 108 pp. 697-703
Weisfeldt, M.L., 2004. Public access defibrillation: good or great? BMJ USA 4 pp.23-28
REFERENCES
i
Restall, M & Hawkins, S. 2006. Volunteers across the NHS. Volunteering England Section
11 p.21
ii http://www.resus.org.uk/pages/aed.pdf p.29
iii http://www.resus.org.uk/pages/GL2010.pdf
iv
http://www.dh.gov.uk/en/Publicationsandstatistics/Publications/PublicationsPolicyAndGuidanc
e/DH_4086665
v Restall. M. 2005. Volunteers and the Law. Volunteering England. P.15
vi Restall, M & Hawkins, S. 2006. Volunteers across the NHS. Volunteering England Section 7
pp.12-17
vii Restall. M. 2005. Volunteers and the Law. Volunteering England. P.55
viii Restall, M & Hawkins, S. 2006. Volunteers across the NHS. Volunteering England Section
8 p.18
ix Restall, M & Hawkins, S. 2006. Volunteers across the NHS. Volunteering England Section 5
p.10
x Restall, M & Hawkins, S. 2006. Volunteers across the NHS. Volunteering England Section
10 p.20
xi www.crb.gov.uk
xii www.resus.org.uk
xiii NHSLA
xiv Restall, M & Hawkins, S. 2006. Volunteers across the NHS. Volunteering England Section
13 p.23
xvhttp://www.volunteering.org.uk/resources/goodpracticebank/Core+Themes/Legal/EUworking
time.htm
xvi Restall, M & Hawkins, S. 2006. Volunteers across the NHS. Volunteering England p. 16
xvii Restall. M. 2005. Volunteers and the Law. Volunteering England. P.26
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