operational performance update john nichols interim chief operating officer scas

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Operational Performance Update John Nichols Interim Chief Operating Officer SCAS

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Operational Performance Update John Nichols Interim Chief Operating Officer SCAS. Agenda. Summary Activity Performance Action Plans Risks Conclusions. Summary. SCASBerkshire Demand Increase 6% 8% Performance ImpactRed 8 - 1.5% -2% - PowerPoint PPT Presentation

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Page 1: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Operational Performance Update

John Nichols

Interim Chief Operating Officer

SCAS

Page 2: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Agenda

• Summary

• Activity

• Performance

• Action Plans

• Risks

• Conclusions

Page 3: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Summary

SCAS Berkshire

Demand Increase 6% 8%

Performance Impact Red 8 - 1.5% -2%

Telephony “White Noise” - 1.5% -1.5%

Sickness - 0.5% - 0.5%

EOC - 0.5% - 0.5%

“Wokingham/Berkshire” changes - 2%

Total - 4% - 6.5%

Page 4: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

SCAS Demand 2004 to date

Demand rising at above assumed growth rate

Page 5: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Weekly Activity vs. 2011/12

Demand particularly high during May

Page 6: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Demand and Performance

Demand at

+6% for SCAS

+8% for Berks

1.5 -2% loss on Red 8

.7 -1% loss on Red 19

Source: national REAP document

Page 7: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Red1 Performance 2012/13Red1 Performance 2012/13

National Indicator (75%)

Standard from April 2013 (80%)Averaging 15 Red 1 calls per day

6.5% of all Red Calls

1.5% of all E&U Calls

Page 8: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Red8 Performance vs Red8 Performance vs TrajectoryTrajectory

Red 8 performance for July (to date) holding well, at above 76%

Page 9: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Red19 Performance vs Red19 Performance vs TrajectoryTrajectory

92.50

93.00

93.50

94.00

94.50

95.00

95.50

96.00

96.50

97.00

09/04

/201

2

16/04

/201

2

23/04

/201

2

30/04

/201

2

07/05

/201

2

14/05

/201

2

21/05

/201

2

28/05

/201

2

04/06

/201

2

11/06

/201

2

18/06

/201

2

25/06

/201

2

02/07

/201

2

Actual

Trajectory

Red 19 performance for July (to date) remains above 95%

Page 10: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Red8 Performance – Q1

ClusterRed8

PerformanceTrajectory

Berkshire 71.45% 73.3%

Hampshire 79.85% 76.6%

Ox Bucks 75.75% 76.8%

Page 11: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Red19 Performance – Q1

ClusterRed19

PerformanceTrajectory

Berkshire 96.00% 95.5%

Hampshire 95.1% 95.8%

Ox Bucks 95.98% 95.8%

Page 12: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

ClusterRed8

PerformanceRed 19

Performance

Berkshire 71.1% 95.83%

Hampshire 76.83% 95.18%

Ox Bucks 79.95% 95.6%

Red 8 &19 YTD (to 23rd July)

Page 13: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

ClusterRed8

PerformanceRed 19

Performance

Berkshire 69.72% 95.14%

Hampshire 77.75% 95.47%

Ox Bucks 77.63% 94.2%

Red 8 &19 Q2 to date

Page 14: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Handover delays April –June, 2011 vs 2012

2011

2012 Circa 500 additional lost hours per month

Page 15: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Operational improvement plan

• Relocate Wokingham EOC Completed on 12th July Benefit realisation (plan compliance/resilience) from

end July onwards

• Expand/exploit CSD Recruitment now – nurses and ECPs

• Deliver enhanced EOC staffing Increase establishment by12 WTE Call takers Senior call takers at North EOC Full establishment by November

• Improved EOC performance management Call centre metrics

Page 16: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

• Improve consistency of number of hours on road Enforced Rota lock down at 2 weeks Abstraction management Focused additional resourcing to compensate for high demand

• Better matching hours on road with anticipated and actual demand (performance consistency)

Weekly demand reviews based on forward look

• Increase effectiveness and efficiency of hours Further improve efficiency of OSD (Fleet and equipment

availability) Additional short term “drivers” – vehicle movements Increased focus on reducing response ratios

Operational improvement plan

Page 17: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Operational improvement plan

• Expand indirect resources Review of all potential static sites (care homes etc) Introduce 20 new static sites by end August Focused new CFR schemes (South Bucks and North Hants) Review Co responder contribution (North Hants)

• CAD changes to aid Red1 Implemented 19th July Key word recognition/”purple” highlight high suspicion red 1 calls

• MDT upgrade Beta test in Portsmouth in August Flash upgrade remaining fleet during September

Page 18: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

• Berkshire Red 8 Performance Increase resource allocation (plus 2 RRVs) Increase focus on East Berks/South Bucks interface Provide improved dispatch/communication with “named” PPs Improve use of CFR/Co Responder/Static site number Rebalance dispatch sector (on patient flows and resources) Q4

• Hampshire Red 19 Performance Increase resource capacity – North Hants (protected cover) Improve use of CFR/Co Responder/Static site number Increased social standby capacity Increase vehicle availability to match new rotas

Operational improvement plan

Page 19: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Risks

• Activity– Planning for +4% v current +6%

• Fleet– High VOR rates/New rosters

• Weather– Bad winter

• Abstraction Rates– Managing to plan

• Hospital delays– CEO contact– SHA & Commissioner support

Page 20: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS

Conclusions

• Confidence in achieving quarterly (National) A8 and A19 targets

• EOC staffing action plan in place• Berkshire Red 8 recovery plan in place• Hampshire (cluster) Red 19 action plan in place• Action plans and contingency in place to

mitigate if demand continues above expectation• Action plan in place to strengthen fleet position• Main risks associated with Red1 and demand

Page 21: Operational Performance Update John Nichols  Interim Chief Operating Officer SCAS