1. Lynsey McCann – Business Continuity Advisor Scottish Ambulance Service National Risk and Resilience Department

2. Background Coldest December on record in the UK Busiest Hogmanay on record Dealt with 3141 calls between midnight and 7am on 1 st Jan – 47% increase on previous year Requested aid from MoD, Coastguard and Volunteers Took delivery of 22 new 4x4 vehicles Plan to introduce winter tyres across the fleet before winter 2011/12 NHS Scotland has in place a well established and system wide winter planning process, which is subject to rigorous performance review and continuous improvement

3. Planning Process Processes in place before Winter 2010/11 Action tracker from 2009/10 Modification to Resource Escalatory Action Plan (REAP) Regular Conference Calls to monitor progress Set up of National Command & Coordinating Centre (NCCC)

4. National REAP Levels REAP Level 6Potential Service Failure REAP Level 5Critical REAP Level 4Severe Pressure REAP Level 3Moderate Pressure REAP Level 2Concern REAP Level 1Normal service

5. W/C 29 th November 2010 Scottish Ambulance Servive: Winter Performance Management Agreed REAP Levels Week Commencing: 29/11/10 Division / DayMondayTuesdayWednesdayThursdayFridaySaturdaySunday Date293012345 North4344444 East Central4444444 South East4444444 West Central4444444 South West3334343 NRRD4444444 National4444444

6. W/C 6 th December 2010 Scottish Ambulance Servive: Winter Performance Management Agreed REAP Levels Week Commencing: 6/12/10 Division / DayMondayTuesdayWednesdayThursdayFridaySaturdaySunday Date6789101112 North4454333 East Central4554333 South East4554333 West Central4554333 South West3454333 NRRD4554333 National4554333

7. Hot Debrief Hot Debrief took place in Dec 2010 Staff from all Departments completed debrief form Conference call took place to discuss the main points What was captured –Areas that did not work well –Areas that did work well –Areas for improvement

8. Areas that did not work well Access to 4x4s – Divisional & Workshops Ability for staff to get to work Poor communication between NCCC/EMDC/OPS Confusion of roles and responsibilities of the NCCC Staffing levels within EMDC Access to fuel Lack of snow chains / winter tyres No budget reserve for Major Incidents Supplies of equipment – blankets, drugs, grit, shovels etc.

9. Areas that worked well Staff professionalism Support of external agencies e.g. Red Cross, Mountain Rescue, Military, First Responders Use of Special Operations Response Teams (SORT) EMDC Staff prioritising workload Workforce planning REAP levels and plan Conference Calls to gauge national picture Major incident EMDC Desk

10. Areas for improvement Increase 4x4 capability & distribution Feasibility of Winter Tyres Procedures for staff to get to work – Common pick up points NCCC scope & procedure review Use of alternative communication e.g. Social Media Stockpile additional welfare equipment i.e. Blankets, hot pack meals, etc. Ensure actions are followed up - executive lead

11. What’s in place now Review of 4x4 vehicles Review of HR Policies Daily recording of REAP levels – Local & National Review of REAP levels and management actions that go with them Exercise Polar Storm planning team - Completed Review of NCCC SG Winter Review Group

12. What we are doing now? Production and completion of action tracker (before winter) Ensure communication with partner agencies Seasonal Flu Programme Review of Capacity Management/REAP plan

13. Questions ?