New control room technology helping Welsh Ambulance Service respond to 999 calls

A system that helps control room dispatchers to better communicate with frontline crews and respond to 999 calls has been introduced by the Welsh Ambulance Service. ‌​‌‌​​​‌‍‌​‌​‌​​​

LifeX, a telephony and communications service, processes information in a more streamlined way. ‌​‌‌​​​‌‍‌​‌​‌​​​

The Trust is the largest ambulance service so far in the UK to go live with the new system, which is designed to manage resources more effectively. ‌​‌‌​​​‌‍‌​‌​‌​​​

Jon Edwards, the Trust’s Assistant Director of Operations for Resourcing and EMS Co-ordination, said: “Following months of detailed planning, we are now live with our new communications system, LifeX. ‌​‌‌​​​‌‍‌​‌​‌​​​

“I am proud of the work that our staff and partners have put into this implementation, which is the latest stage in a broader programme of work to modernise our control rooms. ‌​‌‌​​​‌‍‌​‌​‌​​​

“It is through the hard work of everyone involved that we have implemented such a significant change without any impact on services across Wales. ‌​‌‌​​​‌‍‌​‌​‌​​​

“Staff are now equipped with the most modern communications system which is vital as we support our communities across Wales.” ‌​‌‌​​​‌‍‌​‌​‌​​​

The new solution was delivered in collaboration with partners Frequentis and Ambulance Radio Programme over a three-day period. ‌​‌‌​​​‌‍‌​‌​‌​​​

Duncan Bray, Ambulance Radio Programme’s Director, said: “We are really pleased to have supported Wales in delivering this technology and now look to rollout the solution across the other UK ambulance services. ‌​‌‌​​​‌‍‌​‌​‌​​​

“This is a prime example of collaborative working which will benefit everyone involved.” ‌​‌‌​​​‌‍‌​‌​‌​​​

Andy Madge, MD Frequentis UK, added: “We are pleased to be supporting the Welsh Ambulance Service with its transition to the Frequentis LifeX multimedia communication solution. ‌​‌‌​​​‌‍‌​‌​‌​​​

“This enables control room staff access to cutting-edge communication technology which will significantly benefit the lifesaving work they do, including managing and directing resources to the scenes of emergency situations. ‌​‌‌​​​‌‍‌​‌​‌​​​

“The collaboration of our teams has been instrumental in the successful delivery of this project, making the Welsh Ambulance Service the first major UK ambulance Trust to adopt this new technology.” ‌​‌‌​​​‌‍‌​‌​‌​​​