McArthur visits Scottish Ambulance Service to see call handling in action

Orkney’s MSP Liam McArthur today visited the Scottish Ambulance Service’s contact centre in South Queensferry as part of ongoing efforts to see improvements in the way SAS’ call handling system manages incidents in island communities.

Mr McArthur met senior members of the team responsible for SAS’ Control Centre and Integrated Clinical Hub to see first-hand the way that calls are dealt with, situations assessed and, where necessary, ambulances dispatched.

The current integrated hub model, involving the co-location with clinical advisors, advanced practitioners and GPs, has been in place for around 18 months. During the visit, Mr McArthur once again highlighted some of recent incidents in Orkney where it appeared unnecessary delays had occurred before ambulances were despatched and repeated his call for refinements to be made to the way such calls are handled in future.

Commenting on the visit, Mr McArthur said:

“It was very useful to see first-hand the call handling process in action. In a demanding environment, often under real pressure, call handlers, dispatchers and clinical personnel all demonstrate a high level of professionalism and I thank them for the work they do.

“The visit also proved helpful, however, in allowing me the chance to use some of the recent incidents that have occurred in Orkney to highlight where improvements to the call handling system next to be made.

“I understand that the current system has been in operation for less than two years. In that time, adaptations and improvements have already been made.

“However, the examples I was able to point to from a local perspective in Orkney show that further refinements are needed. This was recognised by those I met today and I welcome their willingness to explore ways in which more rural and island ‘proofing’ can be built into the process.

“I am due to meet SAS Chief Executive, Michael Dickson later this month and will be picking up this issue with him again. Ahead of that meeting, today’s visit has provided an invaluable insight into the call handling process and I am grateful to the team at South Queensferry for making it possible.”