West Midlands Ambulance Service NHS Foundation Trust
West Midlands Ambulance Service NHS Foundation Trust provides urgent and non-urgent care to more than 5.6 million people across the West Midlands geographic area. The Trust answers more than 1.5 million emergency ‘999’ calls across two contact centres. The Trust also receives more than a million calls every year to manage non-emergency patient transportation services.
- Environmental events, such as fire, flood and other emergencies that may deny access to premises or network infrastructure.
- Sudden events, such as terrorism or threat of terrorism that may deny access to premises for protracted periods of time.
- Rising tide events, such as pandemic flu that may require staff to work from home or other facilities for several months at a time.
- Lack of flexibility: Routing had to be predefined and wasn’t easy to adapt if circumstances changed.
- Complex call diversions cannot be configured in ELSA. Calls to the whole number range route to a single number which wasn’t appropriate as the Trust needed different call handling for each department and function during business continuity events.