Clinical Response Model

The way we are measuring ambulance services in Wales has changed.

Since 1974 our ambulance service has been measured by the time it takes to reach emergency calls. The ambulance service of today provides much more sophisticated care and therefore, in 2015, we trialled a new response model that focused on the quality of care provided rather than the time it took us to reach you.

Don’t worry – if you’re suffering with a life-threatening emergency such as a cardiac arrest or major blood loss, we will still send the nearest available resources as fast as possible. 

For less serious conditions, we are measured on how well we treat you and how often we manage to avert a trip to hospital by referring you to the most appropriate clinical setting. This clinical response model puts the patient at the very centre of our work.

The 2015 trial was deemed a success with the Minister for Health and Social Services Vaughan Gething AM and an independent evaluation from Emergency Ambulance Services Committee (EASC) recommending continuation of the model in 2017. Despite these positive recommendations we will not rest on our laurels but continue to strive forward and improve our services year-on-year.  

Recently we have welcomed the robust and detailed EASC independent Amber Review which has highlighted the benefits of our clinical response model with support of the principle; ‘to get the best response even if this is not the quickest response’. We acknowledge the areas of improvement and are working towards further improvement of the care we deliver in Wales. To view the full report please follow the following links:

English: https://easc.nhs.wales/publications/amber-review/ 

View the current ambulance quality indicators

View the Welsh Government published Ambulance Service performance.

If you would like to give feedback on any aspect of your experience with the Welsh Ambulance Service, email our Patient Experience & Community Involvement Team at: peci.team@wales.nhs.uk