The organisation is the first to use a combined, multi-skilled workforce to answer both 111 and 999 calls, using a system known as NHS Pathways to assess callers’ needs and supported by clinicians and specialists. This integration between 111 and 999 allows us to be flexible and adapt more quickly to spikes in demand at different times of the day or week.

We are also completely digital with our patient records. Crews can now share these records with other health partners and access patient reports when needed. We were the first ambulance service in the country to introduce body-worn cameras for staff to protect them against assaults and collect evidence for prosecution of offenders.

We have also integrated our patient transport and emergency care services into a single service approach, allowing greater flexibility for same day urgent/emergency patients requiring transport. It means that patients are managed by staff with the best skills and knowledge for their particular conditions. This integrated care approach means our response to patients may come from different specialities across our service based on clinical demand This design has now become the national standard for all ambulances in England.

We continue to develop our Falls Initial Response Skills Training (FIRST), an innovative course provided to care home staff to reduce unnecessary ambulance responses to this sector.