Insight at London Ambulance Service

March 19, 2018

It is always great to go back and see how a project is developing. We were delighted to see how things were getting on at London Ambulance Service following the insight focus groups we held with them last year.

Since we held the focus groups the team have worked hard to put the actions and ideas in to practice.

Sickle Cell Disorder

  • Resources for staff produced and published on the intranet, including guidance for staff (clinical guidelines).
  • Sickle Cell Society involved in providing information for staff for training and the intranet.
  • Sickle cell audit completed and published, along with a briefing note.
  • Sickle Cell Society involved in developing training module for LAS Academy students.
  • Guidance for sickle cell patients on what to say when they call 999 produced and published.
  • Guidance for sickle cell patients on what treatment they can expect from ambulance crews, and on how to go about developing a crisis plan with their healthcare teams.
  • Analysis undertaken of complaints relating to sickle cell patients.
  • Briefing note for patients/patient groups includes information about different grades of LAS clinical staff.


  • Introduction of “always events” for patients with asthma.
  • LAS Academy developing module on asthma and COPD.
  • Guidance produced for patients on developing a personal emergency plan / patient specific protocol.
  • Leaflets inviting feedback provided to patients attending focus groups.
  • Guidance produced for this group of patients on what to do when calling 999 and what to expect from the ambulance service.
  • Members of the group have explored the ICE/emergency plan “apps” and installed key safes.
  • The LAS continues to support “message in a bottle” schemes, with one of the Stakeholder Engagement Managers taking a lead on this in her area.

People with Personality Disorders

  • Members of the group have been involved in developing a training package for staff, including recordings of them talking about their experiences.
  • A training session has been co-produced between the LAS and members of the PD group.
  • Patient stories from the Personality Disorder group are being used in staff training (Click here to see how key messages from the focus group about validation have been included in the training).
  • A member of the group was filmed telling their story, and this was shown at the October Trust Board.
  • Mental Health crisis cards are being co-produced, including a risk assessment tool.
  • Patient engagement has been included in the new job descriptions for mental health nurses working in the Clinical Hub.



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