Karl Bolam
14 Jan 2021 · Coroner Anna Loxton · Surrey
This report repeats 1 earlier warning. See the linked reports.
The coroner's concerns
1. lack of positive persuasion to call someone to be with caller
“The script currently used by NHS Pathways in respect of emergency callers does not positively persuade callers to call someone to be with them, particularly in circumstances where paramedic attendance is delayed due to demands on the service. Consideration should be given to whether any steps can be taken to address the above concerns.”
Linked reports
Closely relatedConfidence 0.85 · high
Earlier report
“1. Is there anyone else with you or are you alone? If there is anyone else with you may | please speak to them.”
This report
“The script currently used by NHS Pathways in respect of emergency callers does not positively persuade callers to call someone to be with them, particularly in circumstances where paramedic attendance is delayed due to demands on the service.”
Responses
2021-0011-Response-from-NHS-Digital-Redacted.pdf ↗· NHS Pathways
Stated action
“In circumstances where paramedic attendance is delayed due to demands on the service. Whilst using NHS Pathways, the health advisor may not be aware of delays within the 999 service. This information is held on the 999 providers host system and does not influence the NHS Pathways triage. Once an ambulance disposition is reached, the disposition script can be amended by a provider or local SOP to require health advisors to give further information depending on the circumstances. Demand management”