Performance ‘dip’ after ambulance control move from Leamington to Staffordshire

But following a Freedom of Information request from the Courier/Weekly News, West Midlands Ambulance Trust has said problems were only temporary and the service is now better than before.

The service transferred the call centre controlling non-emergency ambulances from Dale Street in Leamington to Tollgate in Staffordshire on June 6.

Warwickshire county and Warwick district councillor Bernard Kirton made a formal complaint about one incident in which a patient from Whitnash was picked up after their appointment at University Hospital, Coventry, was supposed to begin.

The patient was then driven around Coventry in a taxi with others from around Leamington and Warwick before being taken home.

Cllr Kirton (Ind, Whitnash) believes staff in Staffordshire were unfamiliar with the geography of Coventry and Warwickshire. 
He said: “They seemed to have a lack of knowledge about particular areas. The service was far better when we had local controllers.”

Enquiries revealed South Warwickshire NHS Foundation Trust, which runs Warwick Hospital, had raised concerns about delays after the transfer of the call centre but was working with ambulance service to resolve the issues to ensure its patients receive the best possible service.

Freedom of Information officer Lynsey Bull said: “As was expected of a move of this nature, there was a short term dip in performance while staff got used to the new upgraded technology that they are now using. But we are confident this has now returned and indeed now exceeds the previous standards. This success has been as a result of the combined efforts of our control staff and the operational staff who remain based in the local area.

“As the staff who actually transport patients remain locally based, we are not aware of any concerns relating to directions expressed by employees.”

Before the move there were concerns that few Leamington staff would be prepared to relocate to Staffordshire. Cllr Kirton claimed none had done so.

The response said a recent audit showed offices were “a significant contrast” to Dale Street, with a “light, airy” control room and space to work comfortably, and that staff overall appeared “very happy” with the new facilities and considered the relocation successful.

Mr Bull added: “It is worth noting that those staff who did not wish to transfer to Stafford have been redeployed into operational roles. This provides a vast range of experience to our employees and therefore bettering the care to our patients.”