An innovative project at SECAmb is in the running for a prestigious HSJ Digital Award.

Introducing an automated text messaging system to deliver welfare calls which used to be sent manually has freed up clinical time, helping teams to reach more patients in a timely manner.

Although a record-breaking 468 entries were received for this year’s Digital Awards, the SECAmb project stood out as a success story worthy of a place on the shortlist for the ‘Improving Urgent and Emergency Care through Digital’ category.

Welfare texts were previously sent manually by call handlers in the Emergency Operations Centre. Within the first week of the automated system being launched, more than 9,000 texts were sent, saving around 300 hours in welfare calling, 22 hours in call handling and 15 hours closing duplicate calls.

“I’m delighted that our automated messaging initiative has been shortlisted for this award. This recognition reflects the creativity, commitment, and collaboration of colleagues who worked together to deliver a solution that genuinely makes a difference,” said Amy Igweonu, Head of Quality Improvement (QI).

Once callers have been triaged by a human operator, less urgent Category 2-5 cases receive automated welfare checks from the messaging system at regular intervals while they wait for an ambulance. The texts contain advice, including what to do if a person’s condition worsens. The system also has the facility for a caller to cancel an ambulance response without having to call back on 999, helping to keep lines clear.

The project has produced significant benefits, ensuring call handler and clinician time is maximised for SECAmb’s most seriously ill and injured patients.

The Trust’s QI team, working in conjunction with operational and clinical colleagues, led the project which also involved discussions with patients on changes they would like to see in how the Trust communicates with them.

“The HSJ Digital Awards shine a light on teams and organisations driving meaningful change through technology, improving patient outcomes, streamlining processes, and enhancing the overall quality of care,” said an HSJ spokesperson. “Being shortlisted is a testament to SECAmb’s unwavering commitment to innovation and excellence in digital healthcare.” 

Winners will be announced at the awards ceremony in Birmingham on 19 May.