South East Coast Ambulance Service (SECAmb) has shared insight into the implementation of automated texting with the aim of supporting patient safety and saving time for staff.
The project involved the introduction of automation to the trust’s computer aided dispatch (CAD) system in July, which enabled the CAD to send texts automatically to mobile numbers for calls in specific categories at regular intervals, in order to provide guidance to callers waiting for a response. Additionally, the automated system includes a function enabling callers to cancel an ambulance response or call the service back without need to ring 999, designed to help keep lines clearer where possible.
A week after the automated messaging was launched, SECAmb reports that over 9,000 automated welfare texts were sent which are estimated to have saved more than 300 hours in welfare calling; over 22 hours in call handling; and more than 15 hours in closing duplicate calls. Additionally, over 450 cancellation requests were reportedly received.
Also from the region
Earlier in the week HTN explored the recently published strategy from SECAmb which runs until 2029 and highlights plans for a digitally-led service model to be implemented at the trust, utilising smart tech and virtual care to triage and deliver assessments.
Looking at the wider ICS, earlier this year we highlighted how Surrey Heartlands awarded a £2.975 million contract for a virtual care digital platform solution across the ICS footprint.
Digital and patients: the wider trend
In other news around how digital is being used to support patients, HTN reported how Hull University Teaching Hospitals is trialling a pre-hospital video triage scheme enabling stroke coordinators to connect to Yorkshire Ambulance Service crews via video technology, to enable visual checks and digital evaluations.
Also from Hull University Teaching Hospitals along with Goole NHS Foundation Trust, we highlighted the launch of a transformation project called ‘Flow’ aiming to reduce unnecessary hospital stays and admissions by streamlining “every stage” of the patient journey.
And from Cornwall and the Isles of Scilly ICB, we looked into an update on digital progress in the region including developments around improving digital maturity, citizen engagement and patient experience.
