Automated text system aids South East ambulances

The new system aims to reduce harm for patients awaiting an ambulance response, said Secamb

A new automated text messaging system is easing pressure on the South East Coast Ambulance Service (Secamb), the service has said.

The recently introduced system sends out texts providing guidance to some 999 callers awaiting an ambulance response. It also allows ambulance requests to be cancelled without having to call back emergency services.

Secamb said the new system helped medics reach more patients quicker and ensured call handler time is prioritised for seriously ill and injured patients.

More than 9,000 texts were sent one week after the service was launched, saving around 300 hours in welfare calling, 22 hours in call handling and 15 hours closing duplicate calls, according to Secamb.

'Significant benefits'

Some 450 cancellation requests from patients were also received.

Calls will still be answered by the ambulance service as normal.

Once callers have been triaged by a human operator, less urgent Category 2-5 cases will receive automated welfare checks at regular intervals while they wait for an ambulance when the service is facing high demand.

Texts contain advice including on what to do if a person's condition worsens or if an ambulance is no longer required.

Other improvements introduced as part of the project include the ability to send interim care advice

These welfare texts were previously done by a human operator.

Secamb said over a previous 12-month period more than 43,000 welfare checks were made, taking up nearly 1,500 hours.

However, some 85 per cent resulted in no change of outcome for patients, it added.

“While this new system is in its early stages, we are pleased to already be seeing significant benefits," said Emma Webber, Secamb clinical operations manager for integrated care.