Lynsey McCann – Business Continuity Advisor

Scottish Ambulance ServiceNational Risk and Resilience

Department

Background• Coldest December on record in the UK• Busiest Hogmanay on record• Dealt with 3141 calls between midnight and 7am on 1st

Jan – 47% increase on previous year• Requested aid from MoD, Coastguard and Volunteers• Took delivery of 22 new 4x4 vehicles • Plan to introduce winter tyres across the fleet before

winter 2011/12• NHS Scotland has in place a well established and

system wide winter planning process, which is subject to rigorous performance review and continuous improvement

Planning Process

Processes in place before Winter 2010/11

• Action tracker from 2009/10• Modification to Resource Escalatory Action Plan

(REAP)• Regular Conference Calls to monitor progress• Set up of National Command & Coordinating

Centre (NCCC)

National REAP Levels

REAP Level 6 Potential Service Failure

REAP Level 5 Critical

REAP Level 4 Severe Pressure

REAP Level 3 Moderate Pressure

REAP Level 2 Concern

REAP Level 1 Normal service

W/C 29th November 2010Scottish Ambulance Servive: Winter Performance Management

Agreed REAP Levels

Week Commencing: 29/11/10

Division / Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday

Date 29 30 1 2 3 4 5

North 4 3 4 4 4 4 4

East Central 4 4 4 4 4 4 4

South East 4 4 4 4 4 4 4

West Central 4 4 4 4 4 4 4

South West 3 3 3 4 3 4 3

NRRD 4 4 4 4 4 4 4

National 4 4 4 4 4 4 4

W/C 6th December 2010Scottish Ambulance Servive: Winter Performance Management

Agreed REAP Levels

Week Commencing: 6/12/10

Division / Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday

Date 6 7 8 9 10 11 12

North 4 4 5 4 3 3 3

East Central 4 5 5 4 3 3 3

South East 4 5 5 4 3 3 3

West Central 4 5 5 4 3 3 3

South West 3 4 5 4 3 3 3

NRRD 4 5 5 4 3 3 3

National 4 5 5 4 3 3 3

Hot Debrief• Hot Debrief took place in Dec 2010• Staff from all Departments completed debrief

form• Conference call took place to discuss the main

points• What was captured

– Areas that did not work well– Areas that did work well– Areas for improvement

Areas that did not work well• Access to 4x4s – Divisional & Workshops• Ability for staff to get to work• Poor communication between NCCC/EMDC/OPS• Confusion of roles and responsibilities of the NCCC• Staffing levels within EMDC• Access to fuel• Lack of snow chains / winter tyres• No budget reserve for Major Incidents• Supplies of equipment – blankets, drugs, grit, shovels

etc.

Areas that worked well• Staff professionalism• Support of external agencies e.g. Red Cross,

Mountain Rescue, Military, First Responders• Use of Special Operations Response Teams

(SORT)• EMDC Staff prioritising workload• Workforce planning• REAP levels and plan• Conference Calls to gauge national picture• Major incident EMDC Desk

Areas for improvement• Increase 4x4 capability & distribution• Feasibility of Winter Tyres• Procedures for staff to get to work – Common

pick up points• NCCC scope & procedure review• Use of alternative communication e.g. Social

Media• Stockpile additional welfare equipment i.e.

Blankets, hot pack meals, etc.• Ensure actions are followed up - executive lead

What’s in place now• Review of 4x4 vehicles• Review of HR Policies• Daily recording of REAP levels – Local &

National• Review of REAP levels and management

actions that go with them• Exercise Polar Storm planning team -

Completed• Review of NCCC • SG Winter Review Group

What we are doing now?• Production and completion of action

tracker (before winter)

• Ensure communication with partner agencies

• Seasonal Flu Programme

• Review of Capacity Management/REAP plan

Questions

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