South Central Ambulance Service. NHS Trust. You and your ambulance service. Get involved

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1 South Central Ambulance Service NHS Trust You and your ambulance service Get involved 1

2 Welcome This booklet highlights what happens when you call 999 in a medical emergency and gives more information about the professionals who may attend you. It also outlines how you can help us to help the communities we serve. This could be as a community first responder, volunteer car driver, fundraiser, or by becoming a member on our journey towards becoming a foundation trust. South Central Ambulance Service NHS Trust (SCAS) was established as a mobile healthcare provider in We serve an area of approximately 3,550 square miles spanning the counties of Berkshire, Buckinghamshire, Hampshire and Oxfordshire. We are here to provide excellent patient care to a resident population of more than four million people, and the millions more visitors we receive every year. Our primary purpose is to respond to 999 emergency calls and to get the right treatment to patients with life-threatening conditions, serious injury or illnesses, as quickly as possible. In addition, we provide prearranged transport for our patients to and from hospital appointments via our Patient Transport Service (PTS). Last year our three emergency operations centres (EOCs) handled around half million emergency and urgent calls. 2

3 Demand is growing at around 4% to 5% annually. We employ around 2,400 members of staff who work in a number of services across our four counties. We are grateful to all our staff, co-responders, community first responders, volunteer car drivers and volunteers who work with us to provide the best possible care to our patients now and in the future. 3

4 999 is a lifeline Use it - don t abuse it! Always call 999 in a medical emergency that is if someone is seriously ill or injured, and their life is at risk. If it is not a life-threatening emergency and you, or the person you are with, do not need immediate medical attention, please consider other options before you dial 999. Talk to your local pharmacist; call NHS Direct on ; call or visit your GP; go to the NHS Choices website or make your own way to your local Minor Injuries Unit, Walk-in Centre, Urgent Care Centre, or Emergency Department. Choose the best treatment for your needs and Choose Well. This will ensure we are able to help the people who need us the most. For more information, please visit our website on www. southcentralambulance.nhs.uk And remember, arriving in an ambulance does not necessarily mean you will be treated more quickly. Useful contacts can be found on page 19. 4

5 Your call journey When you call 999 an operator will answer your call and ask you which emergency service you need. In a medical emergency make sure you ask for the ambulance service and you will be put through to one of our call handlers who will ask you for your address, the phone number you are calling from and what has happened. At the same time this information is received, a dispatcher will allocate and dispatch an ambulance or another appropriate resource to the scene of the incident. Our response may include an emergency ambulance, rapid response vehicle or motorbike, a community first responder or a combination of these. There is a clinical support desk in each of our emergency operations centres. This is manned by nurses and emergency care practitioners who provide telephone clinical assessment for patients who have dialled 999. This is to ensure patients are signposted to the most appropriate care for them. Did you know? 257 Average cost of each incident we attend 480,000 Average cost of putting a two person ambulance on the road for a year 41% The number of patients we attended last year but did not convey to hospital 5

6 Who may care for you Our front line staff are dedicated and skilled professionals committed to caring for you when you need them most. In addition, we have trained co-responders from the Police and Fire and Rescue Services, staff responders and community first responders who begin early treatment for patients experiencing medical emergencies in rural or remote communities while an ambulance is en route to them. We also call on Basics doctors (volunteer NHS doctors working with the ambulance service), and two air ambulance charities. They work with us to attend patients who are critically ill and suffering a medical emergency. They also attend some road traffic accidents to ensure help arrives to patients as soon as possible. 6

7 Our frontline staff Ambulance care assistants Ambulance care assistants (ACAs) work for our Patient Transport Service driving the elderly, sick or vulnerable people and those living with a disability, to and from outpatient clinics, day centres and routine hospital appointments. Emergency care assistants Emergency care assistants (ECAs) work together with a clinically qualified practitioner responding to 999 emergency calls. With the support of a clinically qualified practitioner, they provide essential emergency care assisting clinicians in delivering a wide range of treatments to patients. This can include defibrillation and drug preparation. 7

8 Ambulance technicians Ambulance technicians (ATs) respond to 999 calls working alone in rapid response vehicles (RRVs) or alongside ambulance healthcare professionals. They administer a wide range of treatments and some drug therapies to patients to promote their recovery at scene or en route to hospital. Paramedics Paramedics are senior clinicians within the ambulance service. They work alone on RRVs, or on motorbikes, and are often the senior staff member in double crewed ambulances working alongside an ambulance technician or emergency care assistant. They possess advanced life support skills and are trained 8

9 to administer a wide range of drugs intravenously to improve a patient s condition. Ambulance nurses Ambulance nurses are an innovation for the ambulance service. They work on double crewed ambulances alongside ambulance technicians or emergency care assistants. Emergency care practitioners Emergency care practitioners (ECPs) hold a degree in Paramedic Science and have undergone advanced training to gain additional knowledge and skills. They are qualified to administer a wider range of drugs than a paramedic, possess advanced diagnostic and assessment skills and can stitch wounds. 9

10 Our Commercial Services Patient Transport Service Our Patient Transport Service (PTS) performs an important role in taking patients to and from their hospital appointments. All our PTS patients have a medical need for transport. We ensure efficient use of clinical services by getting them to and from their treatment centre appointments on time. Out of Hours If you phone an out of hours service you may be put through to one of our call centres. We will take details from you and transfer your details to a health professional, such as a nurse or doctor, who will help you. Other useful out of hours contacts can be found on page 19 of this booklet. Did you know? 633,962 The number of patient journeys by PTS last year 5,954,570 The number of parcels of mail and goods delivered each year by our Logistics Services 11,000 The number of people trained by our Commercial Training team in a year 10

11 South Central Ambulance Service NHS Trust Get involved & have your say Pull out form Please complete form and return in an envelope to the Freepost address shown overleaf. Thank you. 11

12 We welcome your feedback on the services we currently provide and to help us shape the future direction of the service. To become a member of our Trust, please either complete this form on line via our website at or return it in an envelope FREEPOST to: Communications - membership South Central Ambulance Service NHS Trust Freepost RSJY-USUX-GKBE 7-8 Talisman Business Centre, Talisman Road Bicester, Oxfordshire OX26 6HR Membership is free, flexible and doesn t have to be time consuming. You can participate as much or as little as you like. The different ways you can become involved are listed in this publication (p13). Your details Fields marked with * are mandatory * Title (eg Mr, Mrs, Miss, Ms, Dr) * First name *Last name *Address County you live in *Telephone (home/work) Mobile *Date of birth You must be aged 14 or over to become a member; and 16 or over to stand for election to the Council of Governors. *Postcode Under 16s should seek consent from parents or legal guardians prior to applying. We would prefer to send you information about the Trust and membership issues by . Your address: If you would prefer to receive this by post, please tick here. Public Register We are required to keep a public register of our members. If you do not wish your name to be included, please tick this box.

13 About you We want to involve the whole community and build a membership that is representative of the population we serve. The following information will help us to know if we have achieved this. Gender Male Female Ethnicity White British Irish Other Mixed White and Black Caribbean White and Black African White and Asian Other Asian or Asian British Indian Pakistani Bangladeshi Other Black or Black British Caribbean African Other Other Chinese Other ethnic group Do you consider yourself to have a disability Yes No Have you been a patient of the South Central Ambulance Service NHS Trust within the past three years? Yes No Type of employment Employed Self employed Student Retired Other Getting involved I would be interested in (tick one or more): Receiving regular information about SCAS Attending meetings or events Taking part in surveys, consultations and questionnaires Standing for election to the Council of Governors I would like to become a member of the South Central Ambulance Service NHS Trust which is becoming a Foundation Trust Signature Date Thank you for applying to be a member of the Trust. We look forward to working with you in the future. For more information about membership, please us at Getinvolved@scas.nhs.uk or write to us at the Freepost address shown overleaf, or visit our website at

14 South Central Ambulance Service NHS Trust Communications - membership Freepost RSJY-USUX-GKBE 7-8 Talisman Business Centre Talisman Road Bicester Oxfordshire OX26 6HR

15 Community Equipment Service Our Community Equipment Service operates from a large warehouse and distribution centre at Theale, Berkshire. From here, we provide a large range of equipment and patient aids that support independent living at home. We also provide a delivery and collection service between hospitals, GP surgeries and other health clinics. To find out more please telephone Future plans for the Berkshire Community Equipment Service involve working in partnership with those who purchase the service to develop a shop front which would sell equipment through a catalogue to the residents of Berkshire. Logistics Services Our Logistics Services deliver and collect items such as medical records, pathology specimens, patient medical records and mail on a daily basis to and from acute hospitals, community hospitals, GP surgeries, dentists, opticians, pharmacies and other clinics. They also provide a staff shuttle service in East Berkshire. Commercial Training Our Commercial Training is accredited by the Health and Safety Executive (HSE) to deliver a variety of First Aid at Work and Emergency First Aid courses. We also run First Bike/Person on Scene courses accredited by the Royal College of Surgeons. 11

16 Events Management We have a dedicated Events Management team teaching young children and teenagers how to put adults into the recovery position and how to make a 999 call. They also train staff to teach first aid at work. We attend a number of major events throughout the year across the four counties we serve. Of the 2.5 million members of the public attending these major events in our area we estimate that around 5,000 of these will seek medical assistance for anything from sporting injuries to sunburn

17 Care for your community as a career There has never been a more exciting time to join us. The Secretary of State for Health has set out in the White Paper Equity and Excellence: Liberating the NHS how the Government will: put patients at the heart of everything the NHS does; focus on continuously improving what really matters to patients: the outcome of their healthcare; empower and liberate clinicians to innovate and to focus on improving healthcare services. Over the last 10 years the role of front line ambulance crews has changed dramatically and continues to evolve to meet a growing demand for increasingly flexible emergency and urgent healthcare. Our ambulance service offers a range of clinically focused career opportunities to deliver care to the communities we serve. These include working on the front line and in both the emergency and GP Out of Hours settings, or working in our emergency operations centres. Our non emergency services staff also enjoy greater clinical training and opportunities than previously. They can respond to certain types of emergency call, such as cardiac arrest. This allows us to help more patients more quickly across the region. All of our current vacancies are uploaded to the NHS Jobs website at For more information, please contact recruitment@scas.nhs.uk 17 13

18 as a community first responder In the case of cardiac arrest, for every minute that passes without cardio-pulmonary resuscitation (CPR) and defibrillation a patient s chances of survival decreases by 14%. We have a number of community first responder schemes, where volunteers are trained in basic life-saving skills, such as the use of the automated external defibrillator (AED). Community first responders (CFRs) use these skills to provide early and often vital intervention for patients suffering lifethreatening emergencies in the immediate vicinity of where they live or work. Once an ambulance crew arrives at the scene, community first responders work alongside a clinically qualified practitioner. Interested in becoming a CFR? Then telephone , or cfr@scas.nhs.uk now! as a volunteer car driver Our volunteer car drivers carry out an extremely important role within our non-emergency Patient Transport Service by taking people to and from hospital for outpatients appointments. All our voluntary drivers receive a mileage allowance for the work they do and normally spend most of their time working in their local area. For more information, volunteer.cardriver@scas.nhs.uk or telephone

19 ...as a fundraiser South Central Ambulance League of Friends is a voluntary organisation that is dedicated to raising money across our region to support established community first responder schemes and help set up new ones. It is the only League of Friends associated with an ambulance service in England. For more information about the League of Friends go to We frequently call upon air support from both the Thames Did you know? 1,200 The number of volunteer CFRs across our four counties 130 The number of volunteer car drivers across our four counties Valley & Chiltern Air Ambulance Trust and Hampshire & Isle of Wight Air Ambulance. These charitable organisations rely on fundraising initiatives and donations to continue to provide life saving support across our area, 365 days a year. To offer your support for Oxfordshire, Buckinghamshire and Berkshire, please telephone or info@tvacaa.org For Hampshire, please telephone or enquiries@hiow-airambulance. org.uk 105,439 The amount of money donated to our charity this year 19 15

20 On our journey While we are committed to providing you with excellent clinical care and safe and efficient transport, our Patient Advice and Liaison Service (PALS) is your first point of contact should you have a compliment, comment, concern or complaint. We will listen to your comments and answer any concerns you may have. In line with current Department of Health requirements, we try to resolve any complaint in an open and timely way. We aim to provide you with a satisfactory resolution to any issue you may have with our service and to ensure we learn from your experience to improve patient care. Our patient representatives report to the Trust s Care Quality and Safety Committee. It comprises members of the public from across the four counties we serve. The panel meets regularly and has a work plan which includes the recruitment of additional members. They also undertake interviews with patients to ensure continual improvement to services. Members also ensure transfer of information between organisations, where appropriate, and perform a vital role on the Trust s care committees. PALS@scas.nhs.uk Or telephone: for Berkshire, Buckinghamshire and Oxfordshire; or for Hampshire If you would like to get involved in our work, please Getinvolved@scas.nhs.uk or telephone

21 Towards Foundation Trust We are seeking to become an NHS Foundation Trust and to involve our patients, our local communities and our staff more closely in the way we run our services now and in the future. Become a member of South Central Ambulance Service NHS Trust and have your say in shaping how 999 emergency healthcare is delivered. We are committed to engaging with the many and diverse communities we serve and recognise the benefits of having a diverse workforce. Sign up as a member now and you ll be able to: become actively involved in our work and help shape our future plans; get a better understanding about what we do, and help promote our work; be consulted on any major changes that we are proposing to services; receive regular information about what we are doing ; attend open days, seminars and events; take part in focus groups and surveys; ensure your views and those of your community are heard. The only criteria for membership is that you should live in the counties we serve, be aged over 14 (14 to16 year olds should seek consent from parents or a legal guardian), and not have a record of having either been dismissed from our service, or having been involved in an incident of violence or abuse against a member of our staff

22 If you meet these criteria and wish to apply to become a member, please complete the pull out form in the middle of this booklet and return to the Freepost address on the form. Alternatively you can fill out the same form on line via our website at www. southcentralambulance.nhs.uk The information will remain confidential and will be held in accordance with the Data Protection Act. For more information about becoming a member, please either phone or Getinvolved@scas.nhs.uk The data you supply will be used only to contact you about the Trust, membership or other related issues. Did you know? If you require more detailed information about our performance and finance, you can find this in our Annual Report and Accounts which is available on our website at

23 Useful contacts NHS Direct For health advice and reassurance 24 hours a day, 365 days a year Tel Web NHS Choices Your health, your choices - a comprehensive information service that helps to put you in control of your healthcare. Find out from this website how to access your local NHS and healthcare services Web Alcoholics Anonymous National Helpline: Web Narcotics Anonymous National helpline Web

24 How we can help This booklet is also available in Braille, on audio cassette tape, or in large print format on request. Should you require it in a different format, or a language other than English, please ring and we will happily arrange this for you. Produced by South Central Ambulance Service NHS Trust 7-8 Talisman Business Centre, Talisman Road, Bicester, Oxfordshire OX26 6HR Tel Fax gs@scas.0910

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