Over the last two decades, we have evolved to become one of the most clinically advanced ambulance services in the world, with a focus on providing all our patients with high quality care and service.
We are the forefront of innovation in unplanned clinical care. We provide thousands of patients a year with advice, support and signposting to the right services through our “hear and treat” services. This includes NHS Direct Wales and the 111 service (in the Abertawe Bro Morgannwg and Powys Health Board areas and Carmarthenshire); and our Clinical Desk. We take hundreds of thousands of patients to a place of care, or home, every year through our Non-Emergency Patient Transport Service (NEPTS).
Our call handlers and clinical contact centre staff deal with more than half a million calls every year, 24/7 and 365 days a year. And we are at the frontline of service delivery, making sure that patients get the right advice and help.
We serve three million-plus people in Wales, and provide services across the country – that’s an area of some 8,000 square miles, spread across a diverse and challenging urban, coastal and rural landscape.
Spread over an area of 20,640 kilometres and serving a population of around 3 million, our diverse area encompasses tranquil rural retreats, busy seaside resorts and large urban boroughs.
But our varied and modern services are tailor-made for each community’s differing environmental and medical needs, from cycles to fast response cars, frontline ambulances and nurses in our contact centres.
We attend more than 250,000 emergency calls a year, over 50,000 urgent calls and transport over 1.3 million non-emergency patients to over 200 treatment centres throughout England and Wales. (See Cath’s comments here)
Our dedicated staff are our biggest asset, and we employ almost 3,400 people (December 2018). Approximately 70% of our workforce is within our emergency medical services which include our Clinical Contact Centres, and around 640 staff work in our Non-Emergency Patient Transport Service (NEPTS). Our patient facing services are also supported by colleagues working within our corporate and support functions (approximately 500 staff) and our valued extended volunteer workforce, including over 1,000 Community First Responders (CFRs) and circa 300 Volunteer Car Drivers.
We operate from 90 ambulance stations, three contact centres, three regional offices and five vehicle workshops.
We also have our own National Training College to ensure our staff remain at the top of their game and receive regular professional development.
We provide access to high quality, on-going training, regular continuous professional development opportunities and personal annual development reviews.
We are also the host for the 111 service, which is an amalgamation of NHS Direct Wales (a 24 hour health advice and information service for the public) and the front end call handling and clinical triage elements of the GP out-of-hours services.