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Welsh Ambulance Service: Contact Centre Staff Left Upset by Wait Times #contactcenterworld The Welsh Ambulance Service (WAS) has previously stated that it is under 'significant pressure'. This is a common theme throughout the UK - a survey of more than 1,000 adults found around six out of 10 (61%) people were not confident an ambulance would arrive quickly if they needed one. The poll, carried out by Ipsos for the PA news agency, also found that nearly two-thirds (64%) of people did not have confidence they would be seen quickly in A&E if they needed emergency care. At the bi-monthly WAS Board meeting held in Wrexham on Thursday, July 28, members were shown a video which detailed CCC staff's experiences of having to deal with what can often be distressing calls. This was alongside hearing more about the WAS Trust’s new engagement framework, receiving an update on its Integrated Medium Term Plan and learning about the actions the organisation is taking to mitigate patient harm. In a video shown to the board - titled 'Impact of current pressures on CCC staff' - two members of staff revealed how they felt about the current situation. It was described as a 'tiny snapshot that brings to life the reality' of the pressures currently faced by staff. The first member of staff speaking in the video said: "Even from what it was like during the pandemic, to 2020, it has been getting worse and so that has been harder on all of us. "When you start your shift and can see how long the calls have been waiting there for and get people phoning back in and saying how long they've been waiting and you have to tell them they will, unfortunately, be waiting even longer, you just have to grit your teeth when you do have to tell them how long they'll have to be waiting. It's really not a pleasant experience." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, August 2, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |