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#contactcenterworld, @carequalitycomm
London, UK, Jan, 2020 -- Britain’s busiest ambulance service has had its safety rating downgraded by the care watchdog over fears it does not have enough staff to answer 999 calls consistently.
Inspectors from the Care Quality Commission (CQC) were told workers at London Ambulance Service‘s two emergency operations centres (EOC) were concerned about staffing levels, struggled to get clinical advice and could not always send out enough paramedics because of demands on the service.
Overall, the CQC rated the ambulance trust, which responded to nearly one million callouts in 2017-18, as good. But its report, published today, found that in March 2019, only 70 per cent of shifts in the emergency operations centre were filled. The CQC said the EOC as a whole had a turnover of 18 per cent.
Between May 2018 and May 2019 the CQC said there had been 43 treatment delays classed as a serious incident.
"All members of staff we spoke with told us their main concern was staffing levels", the inspectors said, adding that "management staff told us they were 33 call-handling staff down from planned levels".
The inspectors concluded staff working in the call centres, based in Waterloo and Bow, were not "able to respond to incoming calls as quickly as they would like", and that "the staffing numbers and rota system in use did not enable calls to be responded to as quickly as expected and to a consistent level".
Separately, in the call centre handling less serious NHS 111 calls, the CQC said the "department remained short of substantive staff on a regular basis".
#contactcenterworld, @carequalitycomm
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.independent.co.uk
Published: Monday, January 6, 2020
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