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Confidence in planning transforms the operation at Yorkshire Ambulance

Published on 27 April 2020

Confidence in planning transforms the operation at Yorkshire Ambulance

Read Yorkshire Ambulance's Case Study here.

The Ambulance Response Programme (ARP) has transformed patient response times through changes in resource utilisation for the 999 service. With the transformation team, Resource Planning stepped up to provide confidence in decisions, through implementing a planning cycle with patient care at the heart. 130 FTE efficiency was created by developing demand-led, end-to-end planning. The overtime strategy saved in excess of £2 million and all seven performance targets are now being met. Career development, important to colleagues, retains skills in a sector with key shortages. Furthermore, hearts and minds have been changed through accuracy of forecasts and engagement. Doors have opened up to further change. Planning is fully integrated within the Leadership Team and called on by other ambulance services for their own transformation programmes.


  • Resource per incident cut from 1.20 to 1.08 in 18 months, saving 100 FTE
  • Hitting all 7 national performance targets (previously 2)
  • 92% schedule fit – up 2% saving 30 FTE of effort
  • £2m+ saved in overtime payments
  • Increased 75% staff survey response rate
  • All colleagues feel their role makes a difference to patients

Be inspired by how much sustained benefit came from investing in strong planning capability, for the long-term, in a complex field operation. This story stands out for the way in which operations and support functions have become engaged in planning, taking them on a strategic journey of transformation together. 

This article was first published in the 2020 Best Practice Guide - 2020 Vision: Crystallising your knowledge

To download a full digital copy of the Best Practice Guide, click here

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Author: Leanne McNamee

Categories: Library, Awards Case Studies


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