North East Ambulance Service

Jane Ellison Excerpts

Wednesday 4th May 2016 Westminster Hall

[The Parliamentary Under-Secretary of State for Health (Jane Ellison)]

It is a pleasure to serve under your chairmanship, Mr Bailey. I thank all who have contributed to this important debate. Some extremely serious issues of principle and general practice and some very serious constituency cases have been raised. I doubt that I will be able to deal with some of the specific issues, particularly in relation to individual constituents, during the debate, but I have made a careful note, as have my officials, of some of the specific points and we will go through Hansard after the debate and ensure that we pick up individual points. I am extremely disappointed to hear that colleagues have not always found the trust as responsive as they would wish. I spoke to the chief executive yesterday in preparation for the debate and will certainly go back to that specific point, but I will come to some of the other general points as I move through my speech.

[Mrs Hodgson]

Will the Minister give way?

[Jane Ellison]

It is quite early, but I will.

[Mrs Hodgson]

I just want to say that we are all aware that the chief executive, Yvonne Ormston, is new and has obviously inherited many of the cases. I would like to say that things have massively improved. I know that she is trying to turn the situation around, but what has happened will not all have been on her watch.

[Jane Ellison]

The hon. Lady makes that point very well and with her characteristic generosity of spirit. I am sure that that will be noted. I will take the issue forward with that very much in mind and I thank her for her comments.

Ambulance services are obviously vital to the healthcare system. We have heard this afternoon some of the reasons why. They provide rapid assistance to people in urgent need of help. Hon. Members on both sides of the Chamber have rightly put on the record their appreciation of the work done by staff in trusts across the country and by the front-line staff in the NEAS. I add my thanks to theirs. Inevitably, we bring problems before the House—that is right, because we want to talk about how we can move things on for our constituents—but it is possible for a member of staff reading the record of a debate afterwards to think that we had only blame and criticism. Today, however, all hon. Members have been careful to praise the very hard-working staff. As has been said, they are working under quite considerable pressure.

It will probably be helpful to provide some context about the national picture. We recognise that the NHS is busier than ever, which is why we are backing the NHS’s own plan for its future, the Five Year Forward View, with an extra £10 billion by 2020-21. The challenges faced by the North East Ambulance Service are reflected in many services across the country. Ambulance services are facing unprecedented demand, delivering over 2,800 more emergency journeys every day compared with 2010. That demand has an impact on performance indicators, such as response times, with ambulance services continuing to struggle with their targets. The Department is working closely with NHS England and with NHS Improvement to monitor and support performance in 2016-17.

In relation to the North East Ambulance Service, I spoke briefly to the service yesterday, in addition to having received quite a detailed briefing from it ahead of the debate. I am advised by the NEAS that the average number of the most serious incidents—red incidents—that it has responded to within eight minutes has changed very little over the past three financial years, but the volume of red incidents to which the NEAS has to respond to reach the 75% performance target has increased by more than 20%, from 370 a day in August 2015 to more than 440 a day now. That change in demand in particular has placed our front-line emergency care services under real pressure, rather than the responsiveness and capacity of service provision.

[Mr Kevan Jones]

I hear this from the Minister and I hear it from the trust, but could I ask her officials or NHS England to actually delve into the figures? The hon. Member for Berwick-upon-Tweed (Mrs Anne-Marie Trevelyan) raised an interesting issue. This is actually about the ways in which ambulance calls are classified. There are clearly reds that are not reds, but the other point that I would like the Minister to address, even if she cannot answer it today, is the way older people are being treated, because they are being put down as greens, whereby they get no priority at all, and they are some of the most vulnerable people in our community.

[Jane Ellison]

Indeed. I have very much taken that point on board and I will try to respond, but if I do not do so today, I will certainly write to the hon. Gentleman, because it is a fair point. The more general point is where the ambulance service sits in terms of our response and general position on urgent and emergency care. I will respond to some of the points made by my hon. Friend the Member for Berwick-upon-Tweed (Mrs Trevelyan), because I think that this sits within a wider, systemic challenge and I want to touch on that.

Every patient should expect to receive first-class care from the ambulance service, but the nature of emergency response work means that there will always be incidents in which unfortunate timing leads to a person assessed as being in a non-life threatening situation calling 999 at the same time as several other people who are in life-threatening situations. I am sure that hon. Members are realistic about that, but clearly we do not want to hear about such problems occurring on a very regular basis. Where that does occur, obviously the life-threatening situations must be prioritised and resources focused on those calls. Very rarely—unfortunately, we have heard about such cases this afternoon—waits may be unacceptably long. I do not shy away from that, but it is important to remember that the vast majority of people receive a timely response when they dial 999.

I have already said, echoing the words of the hon. Member for Washington and Sunderland West (Mrs Hodgson), who led the debate, that although the NEAS has not met the performance targets, that does not reflect on the hard work, dedication and skills of the local staff. A number of speeches brought that out. I am advised that although ambulance delays are the main reason for patient complaints, the number of complaints received in 2015-16 fell, but we do not want any complaints; that would be the situation in an ideal world. However, the fall is indicative of the fact that the efforts of the local ambulance staff are paying dividends. Although the performance target is effective in driving improvements and maintaining response times to the most critically ill and injured patients, it does not, inevitably, paint the complete picture of how a trust is doing.

I will talk about some things that the North East Ambulance Service, has put in place to bring about improvements to service, because that is the focus of the debate and people want to hear that the direction of travel is positive. The NEAS continues to expand the number of specialist clinicians working in its clinical hub who can provide telephone assessment and advice, and who can prevent the dispatch of an emergency response if it is not deemed necessary. That goes to one of the points made earlier. The trust expects that that will have a positive effect on response times.

Last winter, the NEAS piloted an end-of-life-care transport service, which provided three dedicated ambulances that were on call to respond to transport requests from healthcare professionals to take a person to their final place to die. The scheme has meant that emergency ambulances are not tied up in transporting patients when they are needed for more serious cases, and that terminally ill patients are not waiting a long time for transport to their preferred place of death. Although we do not often like to talk about end-of-life care, the preferred place of death is an important part of reducing stress at an inevitably very difficult time for an individual and their family. Results from the pilot were overwhelmingly positive and eased pressure on vital services.

Hon. Members have raised valid concerns about handover times between ambulance crews and emergency departments in the local area, and that is an issue across the country. Patient handover needs to be as efficient as possible to achieve the best possible outcome for the patients and to free up ambulance resource, but more can be done and is being done. Measures include hospital ambulance liaison officers, which are being put in place by the NEAS. HALOs are present in hospitals across the trust territory and I am advised that the trust has sought to make use of dedicated ambulance resource assistants as well.

The urgent and emergency care vanguard programme in the north-east will include the development of a standardised handover process for all acute providers, intended to minimise delays across the patch. That goes to the shadow Minister’s point about looking at the wider system. That will be to the benefit of crews and emergency departments. I understand that, as part of the vanguard, the NEAS also hopes to secure funding for a new “flight deck” information system that will enable diverts by ambulance crews to other hospitals to be proactively managed and will prevent ambulances from stacking up outside already full A&E departments. The trust believes that those initiatives will help to distribute A&E workload evenly and will be welcomed.

Several hon. Members have rightly commented on the recruitment challenge. It is very much recognised that there is currently a shortage of paramedics nationally and the NEAS trust is no different. We recognise that front-line staff are the vital component of a safe, effective and high-performing service, and work is being done by the NEAS to rise to the recruitment challenge. The hon. Member for Washington and Sunderland West mentioned some things that are being done. Efforts include developing new advanced technician roles to support front-line services, and the trust is running a substantive recruitment of paramedics nationally and internationally.

The trust expects 77 student paramedics to graduate by February 2017, in addition to recruiting an additional 36 qualified paramedics in 2016-17. The trust has also recruited a total of 56 emergency care clinical managers, and that represents a significant investment in front-line clinical leadership. It also advises me that it expects to be up to full paramedic establishment by April 2017. I know that that commitment will be keenly watched by hon. Members.

[Mr Anderson]

Ambulance staff, along with other public servants, have effectively had an eight-year pay freeze. Their standard of living has gone down every year for the past eight years. Comparative jobs, particularly in the private sector, have not seen that level of control. There have also been pointers that the situation will not be alleviated in the next two or three years at least. Does the Minister not see that as a real reason that people will not come into the job? Yes, it is a vocation, but people have to put bread on the table.

[Jane Ellison]

Of course I accept that issues of pay are incredibly important. Although we cannot go into the wider economic picture, I gently say that the previous Government and this Government have made reducing the tax bill for some of our lowest paid public servants a huge priority. A huge amount of money is being spent on raising the threshold and that has made a huge difference to people’s take-home pay and standard of living. However, I hear the hon. Gentleman’s point.

I am encouraged that the trust is looking to the future by doubling the number of places on its two-year in-house graduate training programme. Hon. Members have made several thoughtful points regarding some of the wider issues around recruitment and retention. Maintaining staff morale has been mentioned. That is very important and the trust is looking at whether things could be done, other than pay, to attract and retain paramedics. We are looking at that nationally. The debate sits in the context of urgent and emergency care.

[Ian Lavery]

Will the Minister give way?

[Jane Ellison]

If there is time, because I want to get to a really important point right at the end of my remarks, and I am starting to run the clock down. Will the hon. Gentleman make his intervention very brief?

[Ian Lavery]

I thank the Minister for allowing the intervention. She mentioned the fact that we will probably be fully operational by April 2017. Will she guarantee the people of the north-east that she will take action to ensure that the NEAS will look after the people in our area in the intervening period?

[Jane Ellison]

I intend to follow up on this debate with my colleague in the Department of Health, Lord Prior of Brampton, who leads on the topic, and I will follow up with the service itself. I will make sure that all points raised by hon. Members are drawn to its attention.

The root causes of the increase in demand often lie outside the hands of the ambulance service. NHS England’s review of urgent and emergency care is taking a system-wide approach to redesigning the way that care is delivered. It is important to look at the provision of ambulance services in that context. We need to ensure that people with life-threatening emergency needs are treated in centres of excellence to reduce risk and maximise their chance of survival and recovery. The first part of that is about relieving the pressure on emergency services.

The response time targets are being considered as part of NHS England’s review to ensure that they incentivise the most clinically appropriate response. My hon. Friend the Member for Berwick-upon-Tweed and the hon. Member for North Durham (Mr Jones) talked about having the clinically appropriate response in all contexts. I will ensure that we pick up on those points and draw attention to them. We hope to have advice from NHS England later in the summer on potential changes to ambulance standards in the context of that wider review of urgent and emergency care.

[Mr Nicholas Brown]

Will the Minister give way?

[Jane Ellison]

No, because I have an important point to make at the conclusion. If the right hon. Gentleman will forgive me, there might be another opportunity.

Ambulance services are vital to emergency care and the whole NHS. We all want to be sure that when loved ones suffer heart attacks or are involved in a serious accident, they will not be left waiting, although we have heard about some distressing cases. National targets in response to red, life-threatening calls exist to ensure that that happens, and we all have an interest in ensuring that the ambulance services perform well against them. I will follow up on the points made in the debate.

I draw hon. Members’ attention to the fact that a comprehensive Care Quality Commission inspection was carried out at the NEAS during the week commencing 18 April 2016. CQC’s formal report will be important for all hon. Members and Ministers to read. In the light of the strong feelings expressed in the debate, I think it would be appropriate for hon. Members whose constituencies are served by the NEAS to meet my colleague, the noble Lord Prior of Brampton, who leads on this portfolio, when the report is available to discuss. I hope that that will be helpful for hon. Members. In the context of that report, many of the points made this afternoon can be discussed with Lord Prior. I encourage all hon. Members to engage with the local NHS and to continue to work together to address the challenges in this critical element of our healthcare system.

If the right hon. Member for Newcastle upon Tyne East (Mr Brown) can make his intervention in less than a minute, he may do so now.

[Mr Nicholas Brown]

How does the Minister account for the rise in demand for the service?

[Jane Ellison]

I definitely do not think that that question can be answered in less than a minute. Much of the answer lies in the work that Sir Bruce Keogh is doing as part of the NHS’s wider urgent and emergency care review. It is vital that we get people the right care in the right place at the right time. It is a complex picture, of which ambulance services are just one piece. More will be said when we know more about that review later this year.

Question put and agreed to.

Resolved,

That this House has considered the performance of the North East Ambulance Service.