Quality Standards

At North West Ambulance Service NHS Trust we aim to provide the right care, at the right time and in the right place for all our patients. 

The ambulance service and its commissioners have agreed to the following quality standards by which the service will be measured by:

Key Performance Indicators Specification / Area of Performance

Enhanced Priority Service

Planned Specification

Unplanned Specification

Call answering

75% of call to be answered within 20 seconds

75% of call to be answered within 20 seconds

75% of call to be answered within 20 seconds

Travel time on vehicle

85% of patient journeys to travel for no longer than 60 minutes on the vehicle

80% of patient journeys to travel for no longer than 60 minutes on the vehicle

80% of patient journeys to travel for no longer than 60 minutes on the vehicle

On time arrival

90% of patient journeys arriving within 45 minutes prior to scheduled appointment Time

90% of patient journeys arriving within 60 minutes prior to scheduled appointment

Time

No arrival standard

Collection after treatment

85% of patient journeys collected within 60 minutes of scheduled collection time or Patient Readiness Notification

90% of patient journeys collected within 90 minutes of scheduled collection time or Patient Readiness Notification

80% of patient journeys collected within 60 minutes of scheduled collection time or Patient Readiness Notification

90% of patient journeys collected within 90 minutes of scheduled collection time or Patient Readiness Notification

Less than 60 minute wait on 80% of patient journeys where the patient is picked up no later than 60 minutes after booked collection time

On the day pick up on 90% of on the day bookings where the patient is picked up within 90 minutes of the booking’s acceptance