The Welsh Ambulance Service has been at the forefront of innovative solutions for handling emergency calls, and its unique approach is now being closely watched by health services worldwide. At the heart of this system are control room staff who categorise incoming 999 calls with urgency in mind – 'purple' or 'red' for life-threatening incidents, followed by 'orange' for conditions like heart attacks and strokes, and 'yellow' and 'green' for lower priority calls.
Figures from the Welsh Ambulance Services Trust reveal that, on average, only around 2.6% of approximately 50,000 monthly calls are categorised as 'purple', requiring a blue-light response within six to eight minutes. This means that nearly 98% of calls can be managed in alternative ways – either by directing callers to the 111 service for mental health support or addiction resources, or through remote assessments and video calls with clinical navigators.
These trained specialists review call handler notes, 'swiping left' to flag further assessment by a nurse or paramedic, or 'swiping right' for those requiring an ambulance. By using this system, the Welsh Ambulance Service has seen significant capacity freed up for critical incidents – allowing them to focus on providing urgent transport for those who need it most.
According to Andy Swinburn, executive director of paramedicine at the Welsh Ambulance Service, the aim is clear: 'We want to deploy ambulances only when absolutely necessary for urgent transport. By managing patients within the community – through remote assessments or video calls – we can ease pressure on the ambulance service and reduce the burden on A&E departments.' This approach not only benefits the NHS but also leads to better patient outcomes, as those who don't require an ambulance are directed to more suitable care pathways.
Despite rising call volumes – including a significant spike in demand due to hot weather-related injuries – staff remain focused on making a difference. Supervisors like Abbie Williams in Cwmbran have witnessed the system's effectiveness firsthand, and while challenges persist, the Welsh Ambulance Service remains committed to delivering high-quality care that meets patients' needs.