A new computer system at the London Ambulance Service has caused
major delays in answering emergency calls.
Staff at the service took more than 20 minutes to answer calls
at the height of the difficulties in the early hours of Saturday 25
November. The usual response time is five seconds.
London Ambulance dismissed press reports that it was facing
another IT crisis like the disaster that hit its new control room
software in 1992.
A representative said there were no technical problems with the
new system, but acknowledged that the service struggled to deal
with an estimated 1,000 calls during a busy eight-hour period over
the weekend of 24 and 25 November.
Control staff confirmed to Computer Weekly that the systems are
functional but said staff shortages and difficulties learning the
system produced the problems.
"It was the suggestion of the staff that they wait until after
Christmas to implement the system," said a Unison trade union
representative at London Ambulance Service. "The problems occurred
only three days after the new system was put in."
Geoff Martin, director of pressure group London Health
Emergency, said, "There have to be some serious questions asked
about how the system has been introduced.
"No matter how good and effective the computer system is, there
will be problems if you haven't got the staff numbers that you
require," he added.
Ian Tighe, director of technology at the service, said, "I am
saddened if some people think that we haven't done enough but if
the issues are about training and staffing, then I would love to
hear from them."
He added, "We are bringing in additional resources in our
control room and extra paramedics in December and January."
The Advance Medical Priority Despatch System was built by Salt
Lake City-based software firm Medical Priority Consultants. It is
designed to prioritise the allocation of ambulances to emergency
calls. It replaces an old-fashioned card-based sorting system, and
is designed to integrate with Londong Ambulance Service's
Unix-based command and control operation.
London Ambulance was heavily criticised when its computer-aided
despatch system crashed in 1992.