Strategy summary

Our strategy for 2026 to 2031 sets out how we will continue to provide safe, inclusive and person-centred care while responding to rising demand, reducing health inequalities and supporting the evolving needs of our communities. Shaped by the voices of patients, colleagues, volunteers and partners, it focuses on strengthening our workforce, building stronger partnerships and embracing innovation to create a sustainable, high-performing ambulance service for the future.

Key aims

• Provide outstanding, inclusive care for everyone we serve.
• Build a safe, supportive and inclusive culture together.
• Deliver a responsive care model through partnerships.
• Embed continuous improvement and innovation for a sustainable future.

Themes

Theme 1: Health inequalities
Theme 2: Equality, diversity and inclusion
Theme 3: Improvement culture

Foreword from our chair and chief executive 

Every day, thousands of people across the North West rely on us at some of the most critical moments of their lives. It is a responsibility we hold with respect for the trust placed in us.  

Our new North West Ambulance Service strategy for 2026 to 2031 has been shaped by the insight, experience and ambition of our people, patients, volunteers and partners, and reflects what matters most to those we serve. 

Despite significant pressure across the urgent and emergency care system, we have delivered meaningful progress. We have strengthened the quality and safety of our care, improved access to our services, and invested significantly in our workforce. The integration of our 999 and NHS 111 contact centres, the expansion of clinical pathways and the growth of our digital capability have created stronger foundations for the future.

These achievements belong to our 7,500 colleagues and more than 1,200 volunteers whose dedication to helping people when they need us most never wavers.

As we look ahead, we do so with realism and optimism. Demand for urgent and emergency care continues to rise, inequalities across our region remain stark, and national policy is shifting towards more community-based, connected and digitally enabled models of care.

As the only regional provider working across five integrated care systems, we have a unique leadership role in shaping how urgent and emergency care evolves over the next five years.

Our refreshed strategy sets out four clear aims:

• Provide outstanding, inclusive care for everyone we serve.
• Build a safe, supportive and inclusive culture.
• Deliver a responsive care model through strong partnerships.
• Embed continuous improvement and innovation for a sustainable future.

These aims reflect what our patients and staff told us they value: safe and compassionate care, a positive culture, coordinated services, and a commitment to learning, sustainability and innovation.

Tackling health inequalities is central to this strategy. The diversity and complexity of the North West means that where people live, work and grow up still shapes their health outcomes. Our new Health Inequalities Framework will guide how we target our efforts and work with partners to ensure access, experience and outcomes improve for those who need us most.

We also recognise that our people are at the heart of achieving our ambition. This strategy reinforces our commitment to their wellbeing, development and representation, ensuring everyone feels valued, supported and able to thrive.

By 2031, our ambition is clear: to be a trusted, high-performing and forward-thinking ambulance service that delivers safe, inclusive and person-centred care, works seamlessly with partners, and remains sustainable for the long term. We want to thank everyone who contributed to shaping this strategy. Your insight has informed a shared vision for the future – one we are proud to lead.

Together, we will continue to help people when they need us most.