16303 - Waiting Times and 999 Calls

The following Freedom of Information request is looking into ambulance waiting times and the number of calls received by the 999 switchboard.

By ‘Waiting Time’, I am looking for the length of time a patient has spent waiting for an ambulance, from the time the call was received by a call handler to the arrival of the ambulance. This is for any job that remained on the system for the duration of this waiting period. Not for any caller that may have dialled for an ambulance, subsequently cancelled it, only to later call up and request one again.

  • Reference:
    16303
  • Response:

    Ambulance Waiting Times and 999 call volume

    The following Freedom of Information request is looking into ambulance waiting times and the number of calls received by the 999 switchboard.

    By ‘Waiting Time’, I am looking for the length of time a patient has spent waiting for an ambulance, from the time the call was received by a call handler to the arrival of the ambulance. This is for any job that remained on the system for the duration of this waiting period. Not for any caller that may have dialled for an ambulance, subsequently cancelled it, only to later call up and request one again.

    Question 1: What were the five longest waiting times in the year period between: 1st June 2017 – 1st June 2018. Please provide the duration of the wait in minutes and hours, as per the instructions above. Please provide the date of the call and a brief summary of the reason for the call including the patients age and gender. PLEASE NOTE: I am not expecting any information to be provided which can identify an individual and if this is provided in error it will not be used in any subsequent report. Please provide time in hours & minutes as per the table below.

    Call #

    Time waiting for an ambulance

    Date of Call

    Brief summary of call- including age and gender of patient and reason for calling

    1

    24hr 54mins

    02/01/2018

    C4 call, didn’t wish to travel overnight completed next day, Male, Age 50-60

    2

    24hr 37mins

    02/01/2018

    C3 Call, Mental Health Patient, high call demand, regular welfare calls made with staff, Female, Age 90-100

    3

    24hr 35mins

    02/01/2018

    C3 Call, Fall foot injury, didn’t wish to travel overnight so completed next day, high call demand, Female, Age 90-100

    4

    22hr 20mins

    02/01/2018

    C3 Call, Breathing Difficulty, high call demand, welfare calls made, patient didn’t require hospital, Male, Age 50-60

    5

    22hr 11mins

    12/12/2017

    C4 Call, didn’t wish to travel overnight completed next day, Male, Age 60-70

    *Please note exact age may not always be taken at the time of the phone call. The incidents above are for 999 calls only, GP Urgent calls have been excluded. Question 2: How many 999 calls did the switchboard receive in the following years? Please provide the number of calls answered, unanswered and the total (answered + unanswered).

    Year

    999 calls answered

    999 calls unanswered

    Total Calls

    2013

    685905

    *

    685905

    2014

    669847

    *

    669847

    2015

    718886

    *

    718886

    2016

    909041

    *

    909041

    2017

    914934

    *

    914934

    *Please note the Trust only get telephony data including abandoned calls (as requested when meaning ‘unanswered’) from 90 days ago or less, therefore we do not have this information and not something we record. However we can provide the times the calls were abandoned by the caller. If you would like these figures we can provide them for you

    Question 3: What was the average response for each call category in the last five years (2013-2017).

    PLEASE NOTE: I have provided three categories Red 1, Red 2 and A19. If your service uses different categories, or the categorisation has changed in the last five years please alter the table below accordingly to reflect the averages for your specific categories over the same time period. Please provide average times in hours & minutes.

    *Pre ARP:

    Year

    Red 1

    Red 2

    G1

    G2

    G3

    G4

    URG

    2013

    00:06:36

    00:07:08

    00:15:17

    00:19:11

    00:14:29

    00:29:06

    01:43:29

    2014

    00:06:59

    00:08:04

    00:14:35

    00:20:45

    00:15:24

    00:28:52

    01:27:44

    2015

    00:06:26

    00:07:48

    00:13:43

    00:22:24

    00:17:46

    00:35:49

    01:26:48

    2016

    00:07:28

    00:09:02

    00:18:34

    00:36:10

    00:37:09

    00:52:51

    01:44:09

    2017*

    00:07:04

    00:08:23

    00:21:52

    00:53:53

    00:54:34

    00:55:46

    03:14:49


    Post ARP:

    Year

    C1

    C2

    C3

    C4

    URG

    2017, Oct Onwards

    00:08:52

    00:27:34

    01:23:47

    01:45:15

    03:47:30

  • Area:
    Trust wide
  • Category:
    • Calls
    • Emergency Operations
  • Month:
  • Year: