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Response time targets

On 22nd November 2017, SECAmb will be implementing new national ambulance response standards, known as the Ambulance Response Programme.

Call Prioritisation

When a 999 call is received it is prioritised depending on the information provided by the caller.

The categories are as follows:

Category Response Average response time

Category 1

For calls to people with immediately life-threatening and time critical injuries and illnesses.

These will be responded to in a mean average time of seven minutes and at least 9 out of 10 times before 15 minutes.

Category 2

For emergency calls. Stroke patients will fall into this category and will get to hospital or a specialist stroke unit quicker because we can send the most appropriate vehicle first time.

These will be responded to in a mean average time of 18 minutes and at least 9 out of 10 times before 40 minutes.

Category 3

for urgent calls. In some instances, patients in this category may be treated by ambulance staff in their own home. These types of calls will be responded to at least 9 out of 10 times before 120 minutes These types of calls will be responded to at least 9 out of 10 times before 120 minutes.

Category 4

for less urgent calls. In some instances, patients may be given advice over the telephone or referred to another service such as a GP or pharmacist.

These less urgent calls will be responded to at least 9 out of 10 times before 180 minutes

 

We also report on our performance against the national set of 11 Ambulance Indicators:

  • Outcome from acute ST-elevation myocardial infarction (STEMI)
  • Outcome from cardiac arrest – return of spontaneous circulation
  • Outcome from cardiac arrest – survival to discharge
  • Outcome following stroke for ambulance patients
  • Proportion of calls closed with telephone advice or managed without transport to A and E (where clinically appropriate)
  • Re-contact rate following discharge of care (i.e. closure with telephone advice or following treatment at the scene)
  • Call abandonment rate
  • Time to answer calls
  • Service Experience
  • Category ‘A’ 8 minute response time
  • Time to treatment by an ambulance-dispatched health professional

You can find out more about call categorisation in the Calling 999 section.

 

Response times (how quickly a response reaches the patient) are measured from the time the 999 call is connected to the Emegency Dispatch Centre. These targets are set nationally and apply to all ambulance services in England and Wales:

 

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