Healthcare
Lifesaving Messaging Solution Enables NHS Ambulance to Respond to Critical Patient Calls
SECAmb have implemented a smart messaging solution that improves caller-operator communication during emergencies.
South East Coast Ambulance Service (SECAmb) is an emergency response provider based in the UK that covers an area of 9000+ square kilometers.
As a National Health Service (NHS) Trust, SECAmb is tasked with responding to urgent emergency and non-emergency calls and delivering critical patient care to millions of people across southeast England.
When an emergency call is made, an operator gathers information and assesses the urgency of the situation before dispatching an ambulance. However, circumstances can change quickly after the call ends, with a friend or neighbour often arriving on the scene and rushing the person needing assistance to the hospital immediately.
Without this update being communicated to the operator, ambulance services frequently waste time, fuel and resources responding to emergencies that no longer require their presence – and in some cases – breaking down doors to gain entry, resulting in additional legal costs from insurance claims.
In collaboration, BT and Soprano developed a smart messaging solution for SECAmb that improves caller-operator communication during emergencies.
Now, when an operator dispatches an ambulance, the caller receives a confirmation message via SMS, allowing the caller to quickly inform SECAmb if their situation has changed. If the ambulance is no longer needed, they can simply reply with “cancel,” enabling SECAmb to save precious time and resources.
The outcome of this solution has been — by definition — lifesaving. BT and Soprano’s solution has enabled SECAmb to reroute ambulances when necessary, reducing waiting and enabling ambulances to reach life-threatening scenarios quicker.
Additionally, the solution has helped prevent a considerable number of insurance claims and legal costs, saving the Trust approximately £400,000.
This improved efficiency not only benefits patients but also strengthens the sustainability of emergency services in the southeast of England – and the SECAmb isn’t stopping there…
We have had such a successful deployment of this service working in partnership with BT and Soprano, and we’re now looking to the future with hopes to further improve services at the South East Cost Ambulance Trust. This includes plans to increase smart messaging capabilities, Rich Communications Service (RCS) features like read receipts and the introduction of AI chatbots for more accuracy in patient assessment.
– South East Coast Ambulance Service
Think your business could benefit from a similar solution?
Get in touch with us today to tell us about your use case and one of our experts will guide you through the entire process from ideation to implementation.
Bespoke communication solutions
Drive more personalised interactions
We have more use cases available!
