We are celebrating 20 years of serving communities across the region by launching a new five-year plan to improve patient care, tackle inequalities and give people a stronger voice in how services are delivered.
Formed in 2006, we have grown into one of the largest ambulance services in the country, serving more than 7.5 million people across Cumbria, Lancashire, Greater Manchester, Merseyside and Cheshire.
Over the past 20 years, the service has changed from mainly responding to 999 emergencies to providing a wider range of care, including NHS 111, clinical advice over the phone, and helping patients access the right support in their community or at home, often avoiding a trip to hospital.
Each year, we handle more than 1.4 million emergency calls and 1.8 million NHS 111 calls. It also takes over a million patients to routine appointments and treats hundreds of thousands of people at home or in the community.
The new plan for 2026 – 2031 sets out how the service will continue to respond to rising demand, more complex patient needs and ongoing health inequalities across the North West.
Its four priorities are:
- providing outstanding care for patients
- building a safe and supportive culture for staff
- working more closely with other NHS services to deliver joined-up care
- continuing to improve and modernise how care is delivered
The plan has been shaped not just by staff and partners, but by patients and the public. We are strengthening opportunities for people to share their experiences and influence services through surveys, feedback and our patient and public panel.
Improving patient experience is a key measure of success, with a focus on listening, learning and designing services around the needs of local communities.
Chief Executive Salman Desai said: “As we mark 20 years of North West Ambulance Service, I feel incredibly proud to have seen first-hand how far we’ve come.
“I started my career as a paramedic in Bury, responding to patients on the frontline, and I’ve had the privilege of growing with this organisation as it has evolved over the past two decades. That experience continues to shape how I see our role today.
“We are there for people at some of the most critical moments of their lives. That responsibility has always driven us, but the way we deliver care has changed significantly, and it must continue to change to meet the needs of the future.
“This plan reflects what our patients, staff and partners have told us matters most: safe, compassionate care, services that work well together, and a culture where our people feel supported to do their best.
“We are determined to strengthen the voice of our patients and communities. Through surveys, feedback and our patient and public panel, we want people to actively shape the care we provide.
“I am also personally committed to ensuring we are a truly inclusive organisation, for our staff and for the communities we serve.
“Looking ahead, our ambition is clear: to deliver the right care, at the right time, in the right place; every time, and to continue helping people when they need us most.”
The plan includes greater use of digital tools, more care provided over the phone or virtually, and more patients treated closer to home, where it is safe and appropriate.
Tackling health inequalities is a key focus. Nearly one in three people in the North West live in some of the most deprived communities in England.
We will offer targeted support to those most at risk, including people in deprived areas, those needing end-of-life care, people with learning disabilities or neurodiversity, children and young people, and those experiencing homelessness.
We also highlight the importance of its workforce of more than 7,500 staff and 1,200 volunteers, recognising that their wellbeing and development are essential to delivering high-quality care.
As it enters its third decade, we are focused on improving care, strengthening our connection with communities and making sure every patient receives the right care when they need it.