First reported 23 Sep 2013•Latest report 8 Jun 2023
Definition
What this concern includes
Includes only assertions that directly instantiate the manually reviewed condition ‘Failure of emergency and search-and-rescue services to use mutually understood terminology’ and satisfy this evidence boundary: Two distinct reports directly support terminology and processes not being mutually understood between emergency or search-and-rescue services. Internal ambulance terminology for acute behavioural disturbance and police wording for urgency are single-service controls and must be excluded from the cross-service parent.
Not included
Excludes generic inter-agency communication or coordination failures where no shared terminology or operational-process understanding is deficient.
Excludes clinical treatment, ambulance attendance, police response or rescue failures occurring after emergency services have clearly understood and applied the relevant terminology and processes.
Excludes terminology problems confined to a single organisation or unrelated to emergency or search-and-rescue response.
Excludes the existing narrower concern concerning shared terminology specifically within mental-health emergency responses when an assertion is confined to that boundary.
Excludes manifestations outside the manually reviewed boundary: Two distinct reports directly support terminology and processes not being mutually understood between emergency or search-and-rescue services. Internal ambulance terminology for acute behavioural disturbance and police wording for urgency are single-service controls and must be excluded from the cross-service parent.
Reports
4
Distinct published reports
Individual concerns
4
A report can raise multiple concerns
Date range
2013–2023
First to latest report issue date
Stated actions
39
Described in published responses
Reports over time
Reports over time
Reports about this concern issued each year.
* 2026 is projected from reports observed to 7 Sep 2026.
Most frequent recipients
Most frequent recipients
Reports about this concern sent to each recipient.
Association of Ambulance Chief Executives3
College of Policing3
Dorset Police2
National Police Chiefs’ Council2
Department of Health and Social Care1
Dorset & Wiltshire Fire and Rescue Service1
Home Office1
London Ambulance Service NHS Trust1
Maritime and Coastguard Agency1
Metropolitan Police Service1
National Ambulance Service Medical Directors1
National Fire Chiefs Council1
National Police Air Service1
NHS England1
Niche Technology UK Limited1
Police force4
Health-sector membership body3
National policing body3
NHS trust3
Executive non-departmental public body1
Fire and rescue service1
Health professional body1
Maritime rescue body1
Maritime safety agency1
Ministerial department1
National fire and rescue body1
Private limited company1
Registered charity1
Concerns and responses across reports
Only concerns grouped under this recurring concern are included. Select any concern, action or position to view the source wording.
Dorset
Concerns raised1
Lack of shared knowledge and understanding of terminology, processes and communication among emergency and search and rescue services
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.27
Action
Train all incident commanders in the JESIP joint doctrine interoperability framework and its principles of joint working.
Stated by Dorset & Wiltshire Fire and Rescue ServiceStated completedThe respondent said that this action was complete when they made their response on 12 June 2023.
Action
Represent the Service at the Dorset Blue Light Group meeting to address interoperability challenges involving partners’ different radio communications.
Stated by Dorset & Wiltshire Fire and Rescue ServiceStated plannedThe respondent said that this action was planned when they made their response on 12 June 2023.
Action
Hold joint familiarisation briefings for all NPAS and HMCG staff, including communications teams.
Stated by National Police Air ServiceStated plannedThe respondent said that this action was planned when they made their response on 12 June 2023.
Action
Consider extending familiarisation briefings to relevant force communications teams and approach the RNLI about equivalent engagement.
Stated by National Police Air ServiceStated plannedThe respondent said that this action was planned when they made their response on 12 June 2023.
Action
Develop and distribute a joint quick-action card prioritising establishment of an Emergency Services Airwave channel, with national partners asked to support dissemination.
Stated by National Police Air ServiceStated plannedThe respondent said that this action was planned when they made their response on 12 June 2023.
Action
Hold monthly communications meetings between NPAS and HMCG operations-centre leads to debrief notable incidents and assess lessons learned.
Stated by National Police Air ServiceStated plannedThe respondent said that this action was planned when they made their response on 12 June 2023.
Action
Participate in inter-agency debriefs, workshops, capability reviews, training and operational-learning meetings with emergency-service and search-and-rescue partners.
Stated by His Majesty's Coastguard ("HM CoastguardStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Facilitate continuing Dorset Police incident-commander CPD sessions covering Coastguard capabilities, early JRCC contact and coastal staff roles.
Stated by His Majesty's Coastguard ("HM CoastguardStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Provide Joint Rescue Coordination Centre staff with structured visits to police, fire and ambulance control rooms to build understanding of roles, capabilities, processes and communications.
Stated by His Majesty's Coastguard ("HM CoastguardStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Host emergency-service visits to the Joint Rescue Coordination Centre using bespoke presentations and operational-learning content to explain Coastguard roles, capabilities, processes and communications.
Stated by His Majesty's Coastguard ("HM CoastguardStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Collect visit feedback, review objectives and presentation content monthly, adjust materials and communicate identified learning to Joint Rescue Coordination Centre teams.
Stated by His Majesty's Coastguard ("HM CoastguardStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Update the Coastguard Capability Matrix with communications information and publish it on ResilienceDirect for emergency-service partners.
Stated by His Majesty's Coastguard ("HM CoastguardStated completedThe respondent said that this action was complete when they made their response on 12 June 2023.
Action
Include maritime rescue ‘connect call’ capability in routine exercises with stakeholders and Emergency Services Control Room visits.
Stated by His Majesty's Coastguard ("HM CoastguardStated plannedThe respondent said that this action was planned when they made their response on 12 June 2023.
Action
Hold joint Dorset Police–Coastguard meetings every six months to review working practices and terminology.
Stated by Dorset PoliceStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Engage with Dorset and Wiltshire Fire and Rescue Service to support effective multi-agency communication during incident response.
Stated by National Fire Chiefs CouncilStated completedThe respondent said that this action was complete when they made their response on 12 June 2023.
Action
Continue encouraging fire and rescue services to follow existing JESIP doctrine and operational guidance.
Stated by National Fire Chiefs CouncilStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Continue developing existing operational guidance to make its application more effective.
Stated by National Fire Chiefs CouncilStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Update the ResilienceDirect page with RNLI capability information for emergency services and search-and-rescue partners.
Stated by Royal National Lifeboat InstitutionStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Prepare materials for direct sharing with emergency-services partners covering RNLI capabilities and limitations, including search equipment and communication capabilities.
Stated by Royal National Lifeboat InstitutionStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Implement JESIP joint-working principles through commander, staff and control-room training, policies and procedures.
Stated by South Western Ambulance Service NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 12 June 2023.
Action
Extend JESIP course invitations to HM Coastguard colleagues.
Stated by South Western Ambulance Service NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 12 June 2023.
Action
Strengthen SWASFT–HM Coastguard coordination through commander visits and control-room shadowing.
Stated by South Western Ambulance Service NHS Foundation TrustStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Introduce effective aide-mémoires for control-room dispatchers and commanders supporting joint working with HM Coastguard.
Stated by South Western Ambulance Service NHS Foundation TrustStated in progressThe respondent said that this action was in progress when they made their response on 12 June 2023.
Action
Maintain a standard operating procedure for notifying other emergency services and relevant utility providers about incidents.
Stated by South Western Ambulance Service NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 12 June 2023.
Action
Implement and routinely exercise a three-way control-room call process enabling direct communication between ambulance, police and fire services during major incidents.
Stated by South Western Ambulance Service NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 12 June 2023.
Action
Provide inter-control hailing and multiagency talkgroups enabling direct ambulance, police and fire control-room communication during major or significant incidents.
Stated by South Western Ambulance Service NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 12 June 2023.
Action
Maintain a trained NILO cohort with two officers available around the clock to support incident commanders and partner agencies.
Stated by South Western Ambulance Service NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 12 June 2023.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.6
Position
Existing JESIP-based training, assessment and resilience-forum arrangements address communication and interoperability concerns.
Stated by Dorset & Wiltshire Fire and Rescue ServiceExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.
Position
The Home Force, rather than NPAS, should open the Emergency Services channel to enable communication between the relevant emergency services.
Stated by National Police Air ServiceRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.
Position
RNLI and HMCG can communicate using VHF, so RNLI’s lack of Airwave access does not prevent communication by existing arrangements.
Stated by National Police Air ServiceExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.
Position
Existing JESIP doctrine and NFCC operational guidance provide an appropriate response to interagency communication concerns, so no additional guidance is required.
Stated by National Fire Chiefs CouncilExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.
Position
Lifeboat communications should remain routed through Coastguard tasking; direct contact by other agencies is inappropriate because conflicting messages could distract crews.
Stated by Royal National Lifeboat InstitutionExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.
Position
Search and rescue services are tasked through the Police and do not fall under NHS England’s remit.
Stated by NHS EnglandRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.
Berkshire
Concerns raised1
Inconsistent terminology for the ABD umbrella term across services
This report raised 7 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
Action
Brief contact-management staff and deliver dedicated training on ABD recognition, medical emergencies, accurate ambulance communication, incident logging, and proactive restraint-safety prompts.
Stated by Thames Valley PoliceStated plannedThe respondent said that this action was planned when they made their response on 19 December 2022.
Dorset
Concerns raised1
Failure of Emergency Services to use mutually understood control-room terminology
This report raised 8 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
Action
Develop a standardised ABD presentation and training template for police and ambulance control-room staff.
Stated by College of Policing and National Police Chiefs’ CouncilStated in progressThe respondent said that this action was in progress when they made their response on 22 November 2019.
Action
Continue national work with emergency-service partners to improve consistency in ABD recognition and prioritisation.
Stated by College of Policing and National Police Chiefs’ CouncilStated in progressThe respondent said that this action was in progress when they made their response on 22 November 2019.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.3
Position
There are seldom misunderstandings about response urgency because call handlers seek details and ambulance triage is based on clinical presentation.
Stated by College of Policing and National Police Chiefs’ CouncilDisputes the concernThe respondent disagreed with part of the concern or the basis for it.
Position
Forces should address communication issues, including local ambulance-service arrangements, with their local emergency-service providers.
Stated by College of Policing and National Police Chiefs’ CouncilRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.
Position
Lack of common terminology or use of “on the hurry up” is not considered the cause of the ambulance response problem.
Stated by Association of Ambulance Chief ExecutivesDisputes the concernThe respondent disagreed with part of the concern or the basis for it.
London North (Inner)
Concerns raised1
Lack of shared recognition of the term “excited delirium” across emergency services
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.9
Action
Adopt Acute Behavioural Disorder as the common terminology for the relevant medical emergency.
Stated by Metropolitan Police ServiceStated completedThe respondent said that this action was complete when they made their response on 23 September 2013.
Action
Maintain Acute Behavioural Disorder content in officers’ regular Officer Safety and Emergency Life Support training, including refresher training.
Stated by Metropolitan Police ServiceStated completedThe respondent said that this action was complete when they made their response on 23 September 2013.
Action
Direct Central Communications Command staff to identify relevant calls in messages to the ambulance service and provide supporting training on awareness and procedures.
Stated by Metropolitan Police ServiceStated completedThe respondent said that this action was complete when they made their response on 23 September 2013.
Action
Complete the joint MPS–LAS Memorandum of Understanding containing documented call-handling guidance and communication arrangements for suspected Acute Behavioural Disorder.
Stated by Metropolitan Police ServiceStated in progressThe respondent said that this action was in progress when they made their response on 23 September 2013.
Action
Encourage NHS partners to adopt Acute Behavioural Disorder terminology and increase supporting awareness of the condition.
Stated by Metropolitan Police ServiceStated plannedThe respondent said that this action was planned when they made their response on 23 September 2013.
Action
Educate staff and communicate terminology covering acute behavioural disturbance and excited delirium.
Stated by London Ambulance Service NHS TrustStated completedThe respondent said that this action was complete when they made their response on 23 September 2013.
Action
Upgrade police-originated calls involving acute behavioural disturbance, cocaine toxicity or physical restraint to the highest response category.
Stated by London Ambulance Service NHS TrustStated completedThe respondent said that this action was complete when they made their response on 23 September 2013.
Action
Raise terminology and guidance issues through the national Ambulance Service Mental Health Working Group for review.
Stated by London Ambulance Service NHS TrustStated completedThe respondent said that this action was complete when they made their response on 23 September 2013.
Action
Share the response with the Pan-London Emergency Department Consultants Group to disseminate the term acute behavioural disturbance.
Stated by London Ambulance Service NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 23 September 2013.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.3
Position
Existing Acute Behavioural Disorder training makes additional police training changes on terminology and recognising the medical emergency unnecessary.
Stated by Metropolitan Police ServiceExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.
Position
The term “extremely agitated” does not adequately describe this presentation and may not prompt an appropriate timely response.
Stated by London Ambulance Service NHS TrustDisputes the concernThe respondent disagreed with part of the concern or the basis for it.
Position
Protocols and training will not change to adopt the recommended terminology unless and until it accords with national ambulance-service guidance.
Stated by London Ambulance Service NHS TrustUnable to actThe respondent said that a constraint prevented them from taking the relevant action.
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Includes only assertions that directly instantiate the manually reviewed condition ‘Failure of emergency and search-and-rescue services to use mutually understood terminology’ and satisfy this evidence boundary: Two distinct reports directly support terminology and processes not being mutually understood between emergency or search-and-rescue services. Internal ambulance terminology for acute behavioural disturbance and police wording for urgency are single-service controls and must be excluded from the cross-service parent.
