Dear South Western Ambulance Service NHS Foundation Trust,

Under the Freedom of Information Act I am requesting the following:

1. Any policies and guidance regarding the operation of a frequent caller service.

2. The standards and requirements for placing a person or address onto the frequent caller list, and for removing a person or address from a frequent caller list.

3. The total number of persons or addresses on a frequent caller list for the years 2018, 2017 and 2016.

4. The number of calls made from those persons or addresses prior to and after being placed on a frequent caller list.

5. The number of times an emergency resource was dispatched to a person or address prior to and after it was placed on a frequent caller list.

For questions 3, 4, and 5 I am happy to receive the information as calendar, financial or other year, depending on how the information is recorded by yourselves.

Yours faithfully,

David Holden

Information Governance, South Western Ambulance Service NHS Foundation Trust

2 Attachments

Dear David

 

Thank you for your request for information regarding frequent callers
which we received on 12/8/19.

 

We will deal with this request in accordance with your right of access to
information we hold under the Freedom of Information Act and I attach a
leaflet containing further information about both your rights and our
obligations under this legislation. You will see from this that we are not
obliged to generate information we do not already hold in order to provide
what we are asked for, such as by collating data or formulating direct
answers to questions, but you are entitled to receive copies of records
(or extracts from them) that contain the information you have requested.

 

We will research the information you have requested and we will respond
providing what we hold no later than 10/9/19 in accordance with the
timescales set by the Act.

 

We will inform you if:

a) We are unable to provide you with any of the information you have
requested, and explain the reason for this; and

b) Any fee that is payable for the information we are able to provide.

 

In the meantime, if you have any queries or require clarification on any
aspect of your request or how we will respond, please do not hesitate to
contact me.

 

Kind regards

 

Clare Lunk | Assistant Information Governance Manager

South Western Ambulance Service NHS Foundation Trust

[1]cid:[email address]

 

Direct Line 01392 261 603

Web [2]www.swast.nhs.uk

E-Mail [3][email address]

Abbey Court, Eagle Way, Exeter EX2 7HY

References

Visible links
2. http://www.swast.nhs.uk/
3. mailto:[email address]

Information Governance, South Western Ambulance Service NHS Foundation Trust

3 Attachments

Dear David

 

I refer to our acknowledgement on 14/8/19  in respect of your request for
information under the provisions of the Freedom of Information Act.  We
are able to provide the following information (PDF copy attached as well,
there is a known formatting compatibility issue with the WDTK website):

 

Information requested Trust response
1. Any policies and guidance Please see attached copy of our Frequent
regarding the operation of a Caller Management Policy.
frequent caller service.

 
2. The standards and Detailed in the attached policy.
requirements for placing a
person or address onto the
frequent caller list, and for
removing a person or address
from a frequent caller list.

 
3. The total number of persons Below figures as provided by our
or addresses on a frequent Information Management department.
caller list for the years 2018, Frequent Callers identified as 5 or more
2017 and 2016. calls within 1 month or 12 or more calls
within three months. (Please note this is
  calls and not incidents)

For questions 3, 4, and 5 I am   2016 2017 2018
happy to receive the Number of frequent callers 6880 8497 8387
information as calendar,
financial or other year,  
depending on how the
information is recorded by  
yourselves.
 
 
 
 
 

To put these figures in context, the Trust
attends over 900,000 incidents a year.
Call volume is higher still; for example,
in the period 1^st April 2018 to 31^st
March 2019 the Trust received 1,099,625
calls.

 
4. The number of calls made Unfortunately the Trust does not hold this
from those persons or addresses information in a reportable format. We are
prior to and after being placed however anticipating that this information
on a frequent caller list. will be available in the future due to
imminent changes in our reporting
  practices. Regretfully however this will
not include historic data; only new data
For questions 3, 4, and 5 I am once the new process has been implemented.
happy to receive the Please accept our apologies.
information as calendar,
financial or other year,
depending on how the
information is recorded by
yourselves.

 
5. The number of times an Unfortunately the Trust does not hold this
emergency resource was information in a reportable format. We are
dispatched to a person or however anticipating that this information
address prior to and after it will be available in the future due to
was placed on a frequent caller imminent changes in our reporting
list. practices. Regretfully however this will
not include historic data; only new data
  once the new process has been implemented.
Please accept our apologies.
For questions 3, 4, and 5 I am
happy to receive the
information as calendar,
financial or other year,
depending on how the
information is recorded by
yourselves.

 

 

 

Please note that, under the Re-use of Public Sector Information
Regulations, if you wish to publish or otherwise use this information
besides for your own means, you will need to seek our permission to do so.

 

Please feel free to contact me if you require further clarification of the
information provided, or to discuss any aspect of the way in which we have
responded to your request. 

However, if you are dissatisfied with our response, you also have the
right to make use of the following complaints procedures:

 

In the first instance you may write to the Chief Executive of this Trust

 

Mr Ken Wenman

South Western Ambulance Service NHS Foundation Trust

Abbey Court

Eagle Way

Exeter  EX2 7HY

 

Mr Wenman will then either make arrangements for your complaint to be
reviewed and for the outcome to be communicated to you, or will convene a
panel of Trust Directors to consider an appeal against a decision to
withhold information.

 

If you are unhappy with the response to your complaint, or findings of the
Panel, you can contact the Information Commissioner at:

 

Information Commissioner’s Office,

Wycliffe House,

Water Lane,                                 

Wilmslow,

Cheshire.  SK9 5AF

 

Tel: 01625 545 700

Fax: 01625 524 510

 

Kind regards

 

Clare Lunk | Assistant Information Governance Manager

South Western Ambulance Service NHS Foundation Trust

[1]cid:[email address]

 

Direct Line 01392 261 603 

Web [2]www.swast.nhs.uk

E-Mail [3][email address]

Abbey Court, Eagle Way, Exeter EX2 7HY

 

 

 

References

Visible links
2. http://www.swast.nhs.uk/
3. mailto:[email address]