PFD report

Frederick Douglas Pring · Prevention of Future Deaths report

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Issued 21 Jan 2014•North Wales (East and Central)

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

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Concerns
1

Raised in this report

Recipients
1

Named on the report

Responses found
2

Of 1 recipient

Stated actions
23

Described in responses

Recipients and published responses

Source document

Full report text

This is the full text from the original published report.

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Concerns and recipient responses

Select any concern, action or position to view the source wording.

Report evidence summary

Concerns raised1

  1. Failure of Emergency Department patient handover practices to prevent unacceptable delays
    Part of recurring concern: Delays in ambulance-to-hospital patient handover
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 recipient says it has done, is doing, or plans to do in response to a concern raised.8

  1. Action

    Amend Llandudno Minor Injuries Unit access criteria to treat more patients locally.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated completedThe respondent said that this action was complete when they made their response on 21 January 2014.
  2. Action

    Continue participating in the National Patient Flow Collaborative to improve unscheduled-care consistency and sustainability.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 21 January 2014.
  3. Action

    Commission joint senior-manager workstreams to improve unscheduled-care flow and signpost patients to alternative care pathways.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated completedThe respondent said that this action was complete when they made their response on 21 January 2014.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure of Emergency Department patient handover practices to prevent unacceptable delays

Wider context from the report

“That the current practices in place for the handover of patients at an Emergency Department far too often results in wholly unacceptable delays with patients being kept waiting for long periods in ambulances and ambulance resources consequently being unavailable for allocation to other calls. Whilst this is a multi-factorial problem, improvements must be made so as to reduce the risk of future deaths. ”

Is this part of a recurring concern?

Yes — Delays in ambulance-to-hospital patient handover.

Open source report

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Amend Llandudno Minor Injuries Unit access criteria to treat more patients locally.

Verbatim wording from the response

“• Redefining ‘border’ areas to equate the volume of WAST attendances at the three DGHs;”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 5 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Continue participating in the National Patient Flow Collaborative to improve unscheduled-care consistency and sustainability.

Verbatim wording from the response

“There will be a focus on implementing the “Frailty Programme” to provide early supportive discharge across the Health Board. The Health Board has two teams taking part in the National Patient Flow Collaborative which has clear aims to make consistent and sustainable improvements to Unscheduled Care.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 6 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Commission joint senior-manager workstreams to improve unscheduled-care flow and signpost patients to alternative care pathways.

Verbatim wording from the response

“A ‘Delivery Group’ has been commissioned by the Local Health Board comprising of Senior Managers from the two organisations to oversee developments within Unscheduled Care in North Wales. The Group has various work streams to implement approaches which will improve flow and signpost patients to alternative pathways of care, as opposed to conveying to Emergency Departments by default. In line with the practice in the other Clinical Contact Centres, Advanced Paramedic Practitioners (APPs) are now working within the Clinical Contact Centres in order to enhance patient safety and to provide clinical advice to the Clinical Contact operational WAST outcalls, and also to patients and relatives who require our services.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 5 · response
Published 21 January 2014

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Communicate handover-delay risks and patient-flow responsibilities to clinical, operational and senior medical staff.

Verbatim wording from the response

“The issues which you have raised are vitally important and the Health Board is committed to working with the Ambulance Trust and other partners to improve the current situation as a matter of urgency. The BCUHB Medical Director has communicated these issues to all Clinical Leaders, Consultant Medical Staff and NHS Professional Managers across the Health Board. (Please see Appendices 2 & 3)”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 5 · response
Published 21 January 2014

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Perform monthly clinical audits of patients delayed in ambulances outside Emergency Departments and use findings to improve patient flow.

Verbatim wording from the response

“(1) There will be monthly clinical audits performed to provide assurance regarding the safe management of patients who are delayed in Ambulances outside Emergency Departments prior to admission. The audits will facilitate the implementation of practice changes which improve patient flow. The results of the audit will be presented to the Medical Director, Director of Nursing, Interim Chief Operating Officer, local Hospital Management Teams, local Patient Safety Groups to ensure Health Board assurance. The audit tool is attached (Please see Appendix 4).”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 6 · response
Published 21 January 2014

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Agree and implement a joint flow chart addressing clinical risks for patients waiting in ambulances.

Verbatim wording from the response

“(2) WAST and the Health Board have accelerated the discussion which was taking place relating to agreement and implementation of a ‘flow chart’ (Please see Appendix 5 (in draft)) to address the clinical risks relating to patients waiting in Ambulances. This is being further discussed at a meeting on Thursday 27 March 2014.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 6 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Implement the Frailty Programme to support early discharge across the Health Board.

Verbatim wording from the response

“There will be a focus on implementing the “Frailty Programme” to provide early supportive discharge across the Health Board. The Health Board has two teams taking part in the National Patient Flow Collaborative which has clear aims to make consistent and sustainable improvements to Unscheduled Care.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 6 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Complete and agree an All-Wales Handover Policy for evidence-based patient handover between clinical teams.

Verbatim wording from the response

“(3) WAST and the Health Board are working together with colleagues across Wales regarding completion of an All Wales Handover Policy which describes evidence based processes for patient handover between clinical teams. We will forward this to you as soon as it is completed and agreed.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 6 · response
Published 21 January 2014

Open published response

Other statements in published responses

These actions and other statements could not be clearly connected to one concern in this report.

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.15

  1. 1

    Establish multidisciplinary Clinical Hubs in Clinical Contact Centres to provide secondary clinical triage.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 21 January 2014.
  2. 2

    Introduce Advanced Paramedic Practitioners in Clinical Contact Centres to support patient safety and reduce clinical risk.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated completedThe respondent said that this action was complete when they made their response on 21 January 2014.
  3. 3

    Expand Clinical Contact Centre use of the Voluntary Availability and Disturbance Procedure during emergency rest-break cover gaps.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated completedThe respondent said that this action was complete when they made their response on 21 January 2014.
  4. 4

    Deliver a control-staff education programme promoting consistent application of the new rest-break policy.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 21 January 2014.
  5. 5

    Assess the feasibility and benefits of establishing a North Wales Bed Bureau.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 21 January 2014.
  6. 6

    Continue monitoring improvement actions through assurance, performance-management and Board-level review arrangements.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated completedThe respondent said that this action was complete when they made their response on 21 January 2014.
  7. 7

    Enable ambulance staff to take mandatory breaks at hospitals and other NHS facilities instead of returning to base.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated completedThe respondent said that this action was complete when they made their response on 21 January 2014.
  8. 8

    Extend Consultant involvement and assess extended hours for the North Clinical Contact Centre.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 21 January 2014.
  9. 9

    Review MPDS codes and response recommendations to distinguish higher-acuity incidents and assess revised Green 1 response times.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 21 January 2014.
  10. 10

    Discuss equivalent arrangements with English health trusts for staff taking breaks while conveying patients to English hospitals.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 21 January 2014.
  11. 11

    Strengthen Llandudno Minor Injuries Unit staffing through mentored WAST Trainee Advanced Practitioners working regular shifts and responding to local calls.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 21 January 2014.
  12. 12

    Conduct joint Serious Adverse Incident Reviews for issues involving both organisations.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 21 January 2014.
  13. 13

    Conduct joint training for WAST and Health Board Silver On-Call managers.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 21 January 2014.
  14. 14

    Review Green 1 determinant codes and assess clinically appropriate reclassification to Green 2 or immediate telephone assessment.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 21 January 2014.
  15. 15

    Review the meal break policy to enable staff to take breaks at the most appropriate location.

    Stated by Betsi Cadwaladr University LHB and Welsh Ambulance Services NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 21 January 2014.

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Establish multidisciplinary Clinical Hubs in Clinical Contact Centres to provide secondary clinical triage.

Verbatim wording from the response

“In line with our Clinical Transformation strategy, Clinical Hubs will be established in our Clinical Contact Centres comprising multidisciplinary teams in order that secondary clinical triage can be undertaken to augment the AMPDS system. In line with the strategy, we have already introduced Advanced Paramedic Practitioners in the Clinical Contact Centres to support patient safety and reduce any potential clinical risk”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 3 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Introduce Advanced Paramedic Practitioners in Clinical Contact Centres to support patient safety and reduce clinical risk.

Verbatim wording from the response

“In line with our Clinical Transformation strategy, Clinical Hubs will be established in our Clinical Contact Centres comprising multidisciplinary teams in order that secondary clinical triage can be undertaken to augment the AMPDS system. In line with the strategy, we have already introduced Advanced Paramedic Practitioners in the Clinical Contact Centres to support patient safety and reduce any potential clinical risk”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 3 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Expand Clinical Contact Centre use of the Voluntary Availability and Disturbance Procedure during emergency rest-break cover gaps.

Verbatim wording from the response

“The Trust has a Voluntary Availability and Disturbance Procedure (this was developed in 2008 as an addition to the Rest Break Policy) which operates in conjunction with the current Rest Break Policy and recognises the problems associated with providing cover for crews on their main, unpaid rest break and that some employees wish to make themselves available for calls during this unpaid break.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 4 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Deliver a control-staff education programme promoting consistent application of the new rest-break policy.

Verbatim wording from the response

“The Trust has adopted an education programme for the control staff to promote the new policy and to ensure there is a consistent approach in application across the Trust. This will be implemented when the new policy is formally approved.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 4 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Assess the feasibility and benefits of establishing a North Wales Bed Bureau.

Verbatim wording from the response

“• There are early discussions considering the feasibility and benefits for a North Wales Bed Bureau.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 6 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Continue monitoring improvement actions through assurance, performance-management and Board-level review arrangements.

Verbatim wording from the response

“2014. Both organisations are committed to learn lessons from this difficult case and ensure that patient outcomes are improved with more effective clinical care without delays. The necessary improvements and changes are varied and cut across WAST and the Health Board’s responsibilities as well as other organisations in North Wales. They are being implemented as quickly as possible and WAST and the Health Board will continue to monitor these actions as a part of their assurance/performance management arrangements including Board level review.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 7 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Enable ambulance staff to take mandatory breaks at hospitals and other NHS facilities instead of returning to base.

Verbatim wording from the response

“All the Heads of Service in the Trust have made arrangements with the respective Health Boards for staff to have their main breaks in the Hospitals and other NHS facilities and staff who work more than 10 hours are also able to take their supplementary breaks at those NHS facilities, rather than return to their base.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 4 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Extend Consultant involvement and assess extended hours for the North Clinical Contact Centre.

Verbatim wording from the response

“The Group is considering extending the Consultant currently seconded in the North Clinical Contact Centre and also exploring the possibility of enhancing the facility through utilising extended hours. Specific ongoing work includes: -”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 5 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review MPDS codes and response recommendations to distinguish higher-acuity incidents and assess revised Green 1 response times.

Verbatim wording from the response

“The Trust recognises that these measures, whilst maximising available resources, do not take into account delays in allocating a response. Bench marking with other United Kingdom Ambulance Trusts has identified that their clinical response models have been adapted since 2012, to provide a broader scope of categorisations and thus greater flexibility in identifying and responding to higher acuity incidents.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 3 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Discuss equivalent arrangements with English health trusts for staff taking breaks while conveying patients to English hospitals.

Verbatim wording from the response

“We are having discussions with Health Trusts in England to enable the same arrangements for staff to take breaks when they taking patients to hospitals in England.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 4 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Strengthen Llandudno Minor Injuries Unit staffing through mentored WAST Trainee Advanced Practitioners working regular shifts and responding to local calls.

Verbatim wording from the response

“• The role of Llandudno MIU is being strengthened with 2 WAST Trainee Advances Practitioners receiving mentorship from a BCU Consultant based in Llandudno MIU and will work one shift per week at MIU but will be available to respond to any calls in the area;”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 5 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Conduct joint Serious Adverse Incident Reviews for issues involving both organisations.

Verbatim wording from the response

“• Serious Adverse Incident Reviews will be conducted jointly if there are issues relative to both organisations;”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 6 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Conduct joint training for WAST and Health Board Silver On-Call managers.

Verbatim wording from the response

“• WAST and the Health Board are conducting more joint training for Silver ‘On Call’ managers from both organisations;”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 5 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review Green 1 determinant codes and assess clinically appropriate reclassification to Green 2 or immediate telephone assessment.

Verbatim wording from the response

“Additionally, the Trust will review the determinant codes currently receiving a Green 1 response, with the intention of moving them, where clinically appropriate, within the dispatch table to Green 2 status providing either a 30 minute response or immediate telephone assessment where it is deemed clinically appropriate.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 3 · response
Published 21 January 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review the meal break policy to enable staff to take breaks at the most appropriate location.

Verbatim wording from the response

“the right balance between staff welfare and patient safety, ultimately, the Trust must be able to effectively manage the resources available to it, taking into account clinical demands on the service, patient and staff safety and dynamically risk assessing this in real time. A series of workplace policies are due to be presented to the Trust Board (beginning in March 2014) to be ratified so that changes in practice such as those described below can be implemented.”

Source location

2014-0024-Response-by-Welsh-Ambulance-Service
Page 4 · response
Published 21 January 2014

Open published response
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Information checked against the published report and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Official responses located
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Data last updated 7 September 2026