The Service Development Strategy supports the wider trust strategy and contributes to achieving our vision: to deliver the right care, at the right time, in the right place; every time.

It describes how we will work together to develop and deliver high-quality services consistently over the next three years. It is all about achieving our aim to: work together to shape a better future.

What we’re going to do

Improve our delivery model

  • Develop an integrated service delivery model, where our 999, 111 and patient transport services (PTS) work more closely. This will include bringing together our 111 and 999 contact centres, so there is one team working on the same systems in the same contact centres.
  • Make sure we are always thinking about the equality, diversity and inclusion needs of patients, and how they access our services.
  • Use data to model demand and identify how many 111, 999 and PTS resources are needed and when.
  • Improve links between leaders across the organisation to make sure there is consistent clinical decision-making.
  • Make sure we are well prepared to respond to any adverse major incident.

Develop our people

  • Develop a leadership structure that enhances our operational model across contact centres, 999 and PTS.
  • Make sure we have the right number of people with the right skills, in the right place, with the right resources to deliver high-quality services to patients.
  • Have a plan that supports people with career progression, considers our equality, diversity and inclusion priorities, succession planning and opportunities to work more flexibly.
  • Continuously learn and improve from incidents.

Form collaborative relationships

  • Develop and deliver shared objectives with key partners within Integrated Care Systems (ICS), that relate to organisational and system pressures, challenges, and opportunities.
  • Strengthen links with the community through public engagement and work with the voluntary, community, social and faith enterprise (VCSFE) sector.
  • Strengthen relationships with our blue light partners to effectively manage major or critical incidents in accordance with emergency preparedness, resilience and response (EPRR) requirements.

How we will measure success

We will know if we’re getting it right because we will:

  • consistently deliver against our key performance indicators (KPIs) across all service lines, within agreed financial budgets
  • provide equal access to our services for all patients
  • improve our ability to respond to increases in demand

What does this mean for me?

Patients and the public:

  • You will get the right help when you need it most, as we will have the right resources to respond to you, no matter when and where you need us.
  • If you have urgent care needs, you will be able to receive care at home whenever possible, rather than always being transported to hospital.
  • If you do need to be transported to hospital, we will have the right resource, with the right level of clinical care, available at the right time.

Staff and volunteers:

  • You will have 24/7 access to frontline leaders to provide clinical leadership, welfare and wellbeing support, and operational command at complex incidents.
  • You will be supported, through regular appraisals and clinical supervisions, to identify opportunities to develop your clinical and leadership skills.

Our organisation and the partners we work with:

  • We will engage regularly, at the right level, with the right people, to make sure we play our role in delivering healthcare across the ICS regions.
  • We will work together with our partners in the voluntary sector, in health and social care, and other blue light organisations, to find ways to make our services more efficient and effective.