Call before Convey Service Pilot Report

Healthwatch Wirral was asked to evaluate a pilot triage system developed by North West Ambulance Services to ensure that people who didn't have a life-threatening condition were sent to different care pathways rather than to A&E.  They spoke to 14 patients.

The findings from the Call Before Convey pilot provides valuable insights into the experiences of patients redirected to alternative care pathways by the NWAS. The project demonstrated the potential to reduce unnecessary attendances at A&E while providing care tailored to patients' needs in alternative settings. 

Most patients expressed satisfaction with the care they received, highlighting the professionalism and empathy of ambulance staff and healthcare staff. The ability to receive treatment at home or in a non-hospital setting was particularly appreciated, as it avoided the stress and long waiting times associated with A&E visits. 

However, several challenges were identified. Communication emerged as a key area requiring improvement, with some patients and families reporting not enough clarity about their care pathway and next steps. Extended response times and resource availability (e.g., medication or equipment) were sources of concern. Furthermore, some patients voiced discontent with decisions not to transport them to A&E. 

The pilot highlighted the critical role of effective communication, adequate follow-up processes and resource provision in ensuring patient satisfaction and confidence in the care pathways. This will support and encourage the behaviour change needed by patients, families and professionals which is necessary for relieving the strain from our health and care systems by providing and receiving the right care, at the right time, and in the right place.