Recap the Trust's 2025 Annual General Meeting

The Welsh Ambulance Services University NHS Trust’s 2025 Annual General Meeting covered the presentation of audited accounts confirming statutory financial duties were met and a break-even position achieved, alongside a review of performance and accountability.

Key topics included improvements in patient transport services, such as new digital cancellation tools and enhanced oncology transport; ongoing challenges and enhancements in the 111 and 999 services, including virtual queuing and new clinical streaming technology; workforce developments with increased advanced paramedic practitioners and a focus on staff well-being; and a forward-looking integrated medium-term plan prioritising patient care transformation, staff working environments, and sustainability.

The meeting also addressed public questions on paramedic graduate employment and response time targets, reaffirming the Trust’s commitment to transparency, quality, and continuous improvement across its services.

Key Timeframes

Financial Report: Chris Turley presented the audited accounts, highlighting a revenue surplus of £70,000 and confirming that all statutory financial duties were met. The accounts were approved by the Trust Board and signed off by the General for Wales.
Performance Overview: Rachel and the executive team, including Lee, Andy, Carl, and Angie, provided an overview of the Trust's performance from 2019 to 2025, focusing on improvements in non-emergency patient transport services, the 111 service, and 999 call handling.
Non-Emergency Patient Transport: Lee discussed significant improvements in the non-emergency patient transport service, including the launch of a two-way testing system and enhanced provider quality. However, increased demand and patient complexity have led to some cancelled journeys.
111 Service Performance: Lee highlighted the steady increase in demand for the 111 service, the challenges in meeting the 5% call abandonment rate target, and the introduction of virtual queuing and integrated resource deployment to improve efficiency and patient safety.
999 Service Performance: Lee reported a 21% rise in Red call volume and the implementation of a new emergency response performance framework. The Trust is focusing on clinical outcomes and the chain of survival for cardiac and respiratory arrest patients.
Hospital Handovers: Lee emphasized the impact of hospital handover delays on response times, with over 260,000 hours lost in 2024-2025. This issue remains a major challenge for the Trust.
Clinical Quality and Safety: Andy discussed the Trust's efforts to improve clinical quality and safety, including the introduction of a clinical navigator role, enhanced remote clinical care, and the use of alternative care pathways.
Patient Feedback: Andy highlighted common themes from patient feedback, including access to services, unmet needs and expectations, and the importance of empathy and communication.
Clinical Performance: Andy reported improvements in clinical indicators, particularly in stroke care, with a significant increase in the percentage of suspected stroke patients receiving appropriate care bundles.
Recruitment and Retention: Carl Michel shared positive updates on the growth of the advanced paramedic practitioner workforce, declining turnover rates, and efforts to improve staff experience and retention.
Staff Well-being: Carl discussed the Trust's initiatives to improve staff well-being and attendance, resulting in a sustained reduction in absence rates and increased operational resilience.
Cultural Change: Angie Lewis highlighted the Trust's cultural change activities, including the appointment of a full-time Freedom to Speak Up Guardian, the launch of the black ethnic minority network, and the success of the inclusive recruitment campaign.
Governance and Accountability: Trish outlined the Trust's governance framework, including the roles of the board, the Chair, and the Accountable Officer, as well as the effectiveness of board committees and risk management.
Forward Plan: Rachel presented the Trust's integrated medium-term plan for 2025-2028, focusing on transforming care for patients, improving working environments for staff, and creating a sustainable organization.
Digital and Fleet Investments: Rachel discussed the Trust's investments in digital services, fleet replacement, and environmentally friendly initiatives to enhance service delivery and reduce environmental impact.
Public Questions: Carl and Lee addressed public questions regarding the lack of posts for paramedic graduates and the Trust's performance indicators for urban and rural areas.