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Trust continues with rollout of new Computer Aided Dispatch system

18 July 2017

DispatcherSouth East Coast Ambulance Service NHS Foundation Trust is set for the second phase of migration to a new Computer Aided Dispatch (CAD), system.

The new system is well established and currently in use in three other UK ambulance trusts, and has been operating at the Trust’s Coxheath EOC East in Kent since 5 July 2017.

The CAD is the system used to record all data related to 999 and urgent requests of the Trust for ambulance assistance and is primarily used by Emergency Operations Centre (EOC) staff to assess, prioritise and, if necessary, dispatch ambulance crews to 999 calls.

Following a successful transition at its EOC East, the Trust’s EOC West in Crawley is expected to begin using the new system from tomorrow (19 July). Staff currently based in Banstead are due to start using the new CAD when they move to the EOC West in early September.

The Trust has been using its current CAD system for more than 10 years. A decision was taken by the Trust Board last year to upgrade to a new system in order to improve reliability, user experience and improve performance and information. A competitive tendering exercise led to Cleric Computer Services being awarded the new contract to implement the new CAD early this year.

‘Cleric’ have been working with ambulance services for more than 30 years ensuring they have developed a deep understanding of user and service needs.

Feedback from staff already using the new system at the Trust’s EOC East has been very positive. In addition to improved reliability and performance, other key benefits of the new system include its ease and speed of use, improved mapping, as well as its flexibility in order to meet any future needs.

SECAmb Executive Director of Operations Joe Garcia said: “We’re really pleased with the way the new CAD system is working at our EOC East already and we’re looking forward to migrating our EOC West. The system will be of huge benefit to the EOC staff and ultimately the patients who we provide a service to. It is already enhancing the information capabilities to plan and forecast activity, as it is a reliable and future-proofed system.

“A huge amount of work has led up to this point and I would like thank every SECAmb colleague involved, including our ICT and Operational Teams, the EOC staff who have adapted so seamlessly to the new system, and every member of EOC staff for their hard work in training.

“Along with the move to the new HQ and EOC in Crawley, the introduction of the new CAD represents another positive step forward for the Trust. We look forward in the coming weeks to completing the migration to the new system in September.”

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