The ambulance trust has said it is avoiding around 2,000 unnecessary dispatches each month, each costing around £150 to £200, through its use of the software.
NHS Pathways has been used in the north-east for 999 calls and for calls to primary care trust out of hours services. The software will be used to implement the pilot 111 non-emergency telephone services in three regions of England during this year.
Jackie Shears, director of NHS Pathways, said that the benefits appear in a better level of service rather than in cash. "You're providing a higher level of care, rather than looking to take vehicles off the road," she said.
In the north-east the software has helped to categorise 28-32% of emergency patients as category A, requiring the fastest ambulance response, compared with a national average of 37-42%. This has helped to ensure that ambulance crews are more likely to respond quickly to those in real need.
It also means that those calling 999 in the north-east with the likes of earache will be referred to a more appropriate service, such as a GP. The system can send an electronic notification to an out-of-hours service.
Shears said that use of Pathways has a number of benefits. It allows organisations to monitor the staff using it and it is integrated with other systems, including the Capacity Management System which acts as a directory of skills and services within the NHS, taking into account the time of day and location of the patient. This means patients can be referred to a named location, rather than just being told to go to the nearest minor injuries unit.
Shears said that the 111 service will be opened in sections of each region, rather than across the whole area, with a national introduction pencilled in for 2011.
Suppliers are able to embed Pathways for free within their products, but NHS organisations can only use it if they undergo training, followed by auditing and performance management. "We don't interfere with the market," she said.
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