Answer 95% of 999 calls within 6 P02 Sept Director of Increase 8, 19 Improve alignment between demand % of calls seconds P03 2012 Service and capacity in control rooms answered within 6 Delivery seconds Achieve full implementation of Decrease generic call taker role % of calls abandoned Identify actions to improve call flow and set up routine system maintenance schedule Achieve virtual capability across all control rooms Answer 95% of 0845 calls within 120 P01 Sept Director of Increase 8, 19 Improve alignment between demand % of calls seconds 2012 Service and capacity in control rooms answered within Delivery 120 seconds Achieve full implementation of Decrease generic call taker role % of calls abandoned Identify actions to improve call flow and set up routine system maintenance schedule Achieve virtual capability across all control rooms 70% of chief complaints identified P05 Sept Director of Increase 8, 19 Develop an improved range of control % of chief within 30 seconds 2012 Service room guidelines for operational complaints Delivery deployment identified within 30 seconds Review, revise and re-launch a suite of Increase key performance indicators to support % of chief call management quality improvement complaints identified within Provide training and support to call 60 seconds takers 65% of vehicles allocated within 30 Increase % of 999 calls P11 Sept Director of 8, 19 Review CAD/GPS technology to ensure seconds of chief complaint assigned within 2012 Service its is optimised identification 55 seconds Delivery Review, revise and re-launch a suite of % of 999 calls increase key performance indicators assigned within Development of mentoring system 120 seconds Achieve 90% response rate to Cat C Increase P07 August Medical 7, 8 Conduct monthly audits of calls taken % of patients Green 3 calls (planned clinical P08 2012 Director and categorisations reached, with receiving a telephone assessment) within 10 P10 appropriate feedback to call takers planned clinical minutes of allocation by call taker telephone Provide monthly audit reports on the assessment within patient outcomes achieved through
Answer 95% of 999 calls within 6 seconds P02 P03 Sept 2012 Director of Service Delivery Improve alignment between demand and capacity in control rooms Achieve full implementation of generic call taker role Identify actions to improve call flow and set up routine system maintenance schedule Achieve virtual capability across all control rooms % of calls answered within 6 seconds % of calls abandoned Increase Decrease 8, 19 Answer 95% of 0845 calls within 120 seconds P01 Sept 2012 Director of Service Delivery Improve alignment between demand and capacity in control rooms Achieve full implementation of generic call taker role Identify actions to improve call flow and set up routine system maintenance schedule Achieve virtual capability across all control rooms % of calls answered within 120 seconds % of calls abandoned Increase Decrease 8, 19 70% of chief complaints identified within 30 seconds P05 Sept 2012 Director of Service Delivery Develop an improved range of control room guidelines for operational deployment Review, revise and re-launch a suite of key performance indicators to support call management quality improvement Provide training and support to call takers % of chief complaints identified within 30 seconds % of chief complaints identified within 60 seconds Increase Increase 8, 19 65% of vehicles allocated within 30 seconds of chief complaint identification P11 Sept 2012 Director of Service Delivery Review CAD/GPS technology to ensure its is optimised Review, revise and re-launch a suite of key performance indicators Development of mentoring system % of 999 calls assigned within 55 seconds % of 999 calls assigned within 120 seconds Increase increase 8, 19 Achieve 90% response rate to Cat C Green 3 calls (planned clinical telephone assessment) within 10 minutes of allocation by call taker P07 P08 P10 August 2012 Medical Director Conduct monthly audits of calls taken and categorisations reached, with appropriate feedback to call takers Provide monthly audit reports on the patient outcomes achieved through % of patients receiving a planned clinical telephone assessment within Increase 7, 8
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