Making tremendous strides in patient care

Date: 27 July 2017

Time: 16:00

Ambulance at RTC

Ambulance staff and volunteers have been praised for making “tremendous” improvements in performance, quality, safety and culture at the region’s ambulance service.

The East of England Ambulance Service NHS Trust’s (EEAST) Annual Public Meeting was held at its headquarters in Melbourn, Cambridgeshire, yesterday (26th July), which highlighted the organisation’s progress and people.

Robert Morton, Chief Executive, said the Trust had made great strides over the last year and thanked the 4,000 staff and 1,500 volunteers who helped make it happen.

Some of the improvements highlighted, include:

  • An almost 13% improvement in responses to the most critical patients in April 2017, compared with April 2016
  • This was despite a 13% increase in life-threatening (red) calls to the Trust in 2016/17
  • Expanding hear and treat so that 9% of 999 calls are handled by the Emergency Clinical Advice and Triage Centre (ECAT)
  • A reduction in expenditure on private ambulance services
  • Hitting seven of eight Ambulance Clinical Quality Indicators (ACQI) in March.
  • New leadership, staff engagement, wellbeing and Blue Light Pledge strategies

Robert said: “Over the past year we have made tremendous progress despite being under sustained pressure. The highlight for me was the feedback from the Care Quality Commission (CQC), who told us about the outstanding care our staff give to patients and their expectation of us to move to ‘Good’ on their next inspection.”

“Patient care is the reason we are all here, and so to have this validated by the national regulator is especially pleasing. We see this outstanding care reflected in the feedback our patients and users give us regularly and this is a testament to our managers, staff and volunteers. I witness at first hand their compassion and care and the difference they bring to patient’s lives, often in the most difficult circumstances. And this is why we have focused heavily this year on better supporting staff and their health and wellbeing, and developing the culture of the Trust.”

Delegates were introduced to the Trust’s annual report and also heard about the Trust’s finances, and how these are improving, and the strides the organisation has made in terms of the quality of care it gives to patients. The full presentation can be viewed here.

They also heard from three inspirational members of staff talking about very different, but related topics.  Firstly, Vicky talked about her story of mental health and how she has come through this, thanks to some of the help and support of her manager Rachel and the Trust’s health and wellbeing hub.  Nicola then talked about how much she has gained through the leadership programme she has been on. She reflected on how this has helped her better support and develop staff. Finally, Sarah talked about the ambulance pull challenge she did and the importance of recognising the abilities of women in the workplace.

To view, EEAST’s annual report in full, visit

  • Summary:

    Annual meeting focuses on people and progress