Ambulance service adds digital feature to boost care for patients with additional needs

The Welsh Ambulance Service has improved the way it cares for patients with additional needs by introducing a new feature to one of its digital tools.

The digital system that crews use to capture a patient’s medical information now has a ‘Needs’ tab, which prompts them to ask whether the patient has a learning disability, is autistic or neurodivergent.

The new feature also offers hints about how staff and volunteers can adapt their communication style and complete their observations more effectively.

Since its introduction in October, an average 288 patients a month with a learning disability or who are autistic or neurodivergent have been identified.

“The ‘Needs’ tab on our electronic Patient Clinical Record (ePCR) has been a revelation in understanding how we respond to people with a learning disability.

“The data collected will not only enhance our ability to deliver inclusive care but also contribute to a broader national understanding of population health needs.

“We’ve been working with the learning disability community for 15 years, not only to help them understand and feel confident about accessing our services, but also to aid our own understanding about how best to engage with members of the community.

“This piece of work is a great example of how learning from experiences can come full circle in influencing service delivery and design.”

Matt James, Patient Experience and Community Involvement Coordinator.

The initiative was funded by Learning Disability Improvement Cymru and gained international recognition at last month’s International Forum on Quality and Safety in Healthcare in the Netherlands, hosted by the Institute for Healthcare Improvement.

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