{"id":11102,"date":"2026-07-16T09:50:01","date_gmt":"2026-07-16T08:50:01","guid":{"rendered":"https:\/\/www.rldatix.com\/en-uki\/?p=11102"},"modified":"2026-07-16T09:50:03","modified_gmt":"2026-07-16T08:50:03","slug":"north-west-ambulance-service-strengthens-patient-safety-governance-through-trusted-data-and-real-time-oversight","status":"publish","type":"post","link":"https:\/\/www.rldatix.com\/en-uki\/resources\/north-west-ambulance-service-strengthens-patient-safety-governance-through-trusted-data-and-real-time-oversight\/","title":{"rendered":"North West\u00a0Ambulance Service strengthens patient safety governance through trusted data and real-time oversight\u00a0"},"content":{"rendered":"\n<p><strong>How DCIQ supported stronger assurance, faster learning, and improved visibility across a complex ambulance service environment&nbsp;<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Summary<\/h2>\n\n\n\n<p>North West&nbsp;Ambulance Service NHS Trust delivers care in a highly dynamic, high-risk environment, often under intense time pressure, in uncontrolled settings, and with limited opportunity for retrospective intervention.&nbsp;<\/p>\n\n\n\n<p>NWAS recognised that fragmented systems and inconsistent data were limiting its ability to understand risk, learn from harm, and assure safety at scale.&nbsp;<\/p>\n\n\n\n<p>To address this, the Trust implemented and continuously optimised&nbsp;RLDatix&nbsp;<a href=\"https:\/\/www.rldatix.com\/en-uki\/solution\/dciq\/\" target=\"_blank\" rel=\"noreferrer noopener\">DCIQ<\/a>, alongside&nbsp;establishing&nbsp;a dedicated Datix Support Team and an Incident and Risk Management Team. The system was configured around real operational workflows, with redesigned forms, clearer categorisation, embedded guidance, and dashboards designed to support&nbsp;timely&nbsp;action.&nbsp;<\/p>\n\n\n\n<p>As a result, DCIQ became NWAS\u2019s&nbsp;single source&nbsp;of truth for safety intelligence, helping leaders gain clearer oversight across incidents, claims, complaints, learning from deaths, and duty of candour processes.&nbsp;<\/p>\n\n\n\n<p>\u201cIt\u2019s been really important that we haven\u2019t seen this as a plug-and-play system. The strength has been in designing processes that reflect how our clinicians work, and ensuring the technology supports that \u2014 not the other way around.\u201d <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cConsistent improvement in the system and how we use our data to inform decision making has been integral to the work we do.\u201d<\/p>\n<cite><em>Natalie Samuels, NWAS Head of Violence Prevention Reduction <\/em><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Impact at a glance<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Achieved a&nbsp;High Risk&nbsp;Assurance rating for three consecutive years.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Created board-level visibility through real-time dashboards and auditable workflows.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Moved legal claims management to a fully paper-free process.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Improved complaints handling to the point that the team no longer had a backlog.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Centralised Learning from Deaths processes, reducing administrative burden and improving oversight.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The challenge<\/h2>\n\n\n\n<p>Operating across a large ambulance service brings distinct governance challenges. Care is delivered rapidly, across multiple locations, and often in circumstances where complete information is not&nbsp;immediately&nbsp;available.&nbsp;<\/p>\n\n\n\n<p>NWAS&nbsp;identified&nbsp;several barriers to stronger assurance:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Fragmented systems limited visibility across safety and governance activity.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Inconsistent data reduced confidence in reporting and trends.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Spreadsheet-based or manual processes created delays in some areas.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Leaders had fewer opportunities to&nbsp;identify&nbsp;emerging issues early.&nbsp;<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cIt&#8217;s not just about logging incidents; it&#8217;s about understanding what&#8217;s happening, what&#8217;s going wrong, and what we can improve.\u201d<\/p>\n<cite><em>Pamela Morris, DCIQ Portfolio &amp; Assurance Manager <\/em><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">The approach<\/h2>\n\n\n\n<p>NWAS took a user-centred approach to configuring <a href=\"https:\/\/www.rldatix.com\/en-uki\/solution\/dciq\/\" target=\"_blank\" rel=\"noreferrer noopener\">DCIQ<\/a>, aiming to make the system support real work rather than add administrative burden.&nbsp;<\/p>\n\n\n\n<p>Key changes included:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rebuilding forms with clearer, standardised categories.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Using progressive questioning and embedded guidance to improve data quality at the point of entry.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Designing workflows around governance requirements, statutory duties, and reporting needs.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Creating dashboards that showed workload, delays, and next actions in real time.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Removing unnecessary process barriers, including enabling some reviews to run in parallel rather than sequentially.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cWe work from the end of the process back &#8211; what does the board need, what does the team need &#8211; and we design the system around that.\u201d<\/p>\n\n\n\n<p>\"We&#8217;re not gatekeepers. We work openly with teams so they understand how the system works and feel confident using it.&#8221;<\/p>\n<cite><em>NWAS Datix Support Team <\/em><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Outcomes<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Stronger governance and assurance<\/strong>&nbsp;<\/p>\n\n\n\n<p>Since implementation, NWAS has achieved a&nbsp;High Risk&nbsp;Assurance rating for three consecutive years.&nbsp;<\/p>\n\n\n\n<p>The Trust linked this progress with the maturation of the platform and the embedding of enhanced Incident and Risk Management resource. DCIQ now&nbsp;provides&nbsp;a single view across incidents, risks, claims, complaints, learning from deaths, and duty of candour activity.&nbsp;This sustained level of assurance reflects more than compliance. It&nbsp;demonstrates&nbsp;an organisation that has confidence in its data, controls, and oversight mechanisms.&nbsp;<\/p>\n\n\n\n<p>This gives leaders greater visibility and supports a more proactive approach to assurance,&nbsp;moving from retrospective reporting to proactive assurance,&nbsp;identifying&nbsp;emerging risks early and tracking progress against mitigation actions with confidence.&nbsp;&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cThat visibility means we can act sooner instead of finding issues months down the line.\u201d<\/p>\n<cite>Pamela Morris, DCIQ Portfolio &amp; Assurance Manager<\/cite><\/blockquote>\n\n\n\n<p><strong>Better data quality and reporting confidence<\/strong>&nbsp;<\/p>\n\n\n\n<p>NWAS&nbsp;identified&nbsp;violence and aggression reporting as an area where clearer definitions and stronger categorisation were needed.&nbsp;<\/p>\n\n\n\n<p>Following redesigned forms and targeted education with the Violence Reduction Team, the Trust reported a reduction in misclassification and improved confidence that trends more accurately reflected frontline reality.&nbsp;At first glance, NWAS&nbsp;observed a reduction in recorded incidents; crucially, this reduction did not result from a decrease in violence itself, but from improved accuracy and clarity in reporting.&nbsp;<\/p>\n\n\n\n<p>Alongside improvements in data quality, NWAS also reported reductions in physical assaults during its wider quality improvement work.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cDuring&nbsp;the NWAS Quality Improvement Project, we saw a 30% reduction of physical assaults.\u201d&nbsp;&nbsp;<\/p>\n\n\n\n<p>\u201cFrom data improvement and&nbsp;appropriate mapping, we have&nbsp;been&nbsp;able to improve our performance which has led to reduced violence and better outcomes for our staff. This&nbsp;all begins at the point of reporting through DCIQ\u201d<\/p>\n<cite><em>Natalie Samuels, NWAS Head of Violence Prevention Reduction <\/em><\/cite><\/blockquote>\n\n\n\n<p><\/p>\n\n\n\n<p>This means leaders can make decisions using more reliable information.&nbsp;This shift also illustrates a deeper cultural change: staff became more confident in reporting, understood the purpose behind the data they&nbsp;submitted, and could see how&nbsp;accurate&nbsp;data led to targeted education and preventative action.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cConfidence in the system changes everything &#8211; once teams trust it, they engage with it.\u201d<\/p>\n<cite>Pamela Morris, DCIQ Portfolio &amp; Assurance Manager<\/cite><\/blockquote>\n\n\n\n<p><strong>Greater defensibility in legal and regulatory processes<\/strong>&nbsp;<\/p>\n\n\n\n<p>DCIQ has also become central to governance within NWAS\u2019s Legal and Services Team.&nbsp;<\/p>\n\n\n\n<p>The Claims module is now used exclusively, enabling a fully paper-free process. DCIQ data is also routinely used in coroner\u2019s court proceedings, reflecting organisational confidence in the integrity, traceability, and completeness of records.&nbsp;This was achieved through close collaboration with the Legal &amp; Services Team to translate their requirements into intelligent form design and associated workflows.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cOur legal services team is now paper free and relies solely on DCIQ.\u201d<\/p>\n<cite>Pamela Morris, DCIQ Portfolio &amp; Assurance Manager<\/cite><\/blockquote>\n\n\n\n<p>This shift shows how well-structured digital records can improve operational efficiency while strengthening information governance. In high-stakes legal environments such as coroner\u2019s court proceedings, the integrity, traceability, and completeness of DCIQ records&nbsp;supports&nbsp;defensibility and audit readiness.&nbsp;<\/p>\n\n\n\n<p><strong>Faster learning from deaths processes<\/strong>&nbsp;<\/p>\n\n\n\n<p>Previously managed through spreadsheets, Learning from Deaths processes lacked visibility and created unnecessary delays.&nbsp;<\/p>\n\n\n\n<p>By moving the process into DCIQ, NWAS created clearer oversight of review status, responsibilities, and timelines&nbsp;within a secure, auditable system. In some cases, workflows were also redesigned so reviews could run in parallel, helping reduce delays.&nbsp;<\/p>\n\n\n\n<p>\u201cMoving learning from deaths into DCIQ has freed teams up to focus on learning, not spreadsheets.\u201d&nbsp;<\/p>\n\n\n\n<p>This has helped teams spend less time on administration and more time on review activity,&nbsp;allowing clinicians and safety teams to focus on insight rather than administration, ensuring lessons are&nbsp;identified&nbsp;and acted upon sooner.&nbsp;<\/p>\n\n\n\n<p><strong>Improved patient feedback handling<\/strong>&nbsp;<\/p>\n\n\n\n<p>The full implementation of the Feedback module gave complaints teams real-time visibility of workload, progress, and emerging themes.&nbsp;&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cThe timeliness of complaints reviews has drastically improved.\u201d<\/p>\n<cite>Pamela Morris, DCIQ Portfolio &amp; Assurance Manager<\/cite><\/blockquote>\n\n\n\n<p>Through careful prioritisation, resource allocations and system driven workflow that allows faster identification of bottlenecks and areas requiring attention, NWAS reported that complaint review times have reduced drastically, to the extent that the team now operated with no backlog. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cOver the past three years, we have successfully reduced our overdue and open complaints from over 300+ to consistently maintaining a caseload of approximately 100 open cases.\u201d<\/p>\n<cite>Michelle Wainwright, Resolution Manager<\/cite><\/blockquote>\n\n\n\n<p><\/p>\n\n\n\n<p>For patients and families, this can mean faster responses and more&nbsp;timely&nbsp;resolution of concerns.&nbsp;<\/p>\n\n\n\n<p><em>\u201cOur team&#8217;s performance in meeting Service Level Agreements (SLAs) has shown impressive improvement over time. In the&nbsp;financial year&nbsp;2023\/24, we achieved a 76% closure rate within SLA, which has steadily improved to 90% in 2025\/26.\u201d<\/em>&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n\n\n<p>In a high-pressure ambulance setting,&nbsp;timely&nbsp;information&nbsp;and trusted processes matter.&nbsp;<\/p>\n\n\n\n<p>NWAS\u2019s experience shows that digital governance systems deliver greatest value when they are configured around real operational needs, supported by engaged specialist teams, and actively used to guide decisions.&nbsp;<\/p>\n\n\n\n<p>For NWAS, this has meant stronger assurance, clearer oversight, reduced administrative burden, and greater confidence in the data used to support patient safety and governance.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.rldatix.com\/en-uki\/solution\/dciq\/\" target=\"_blank\" rel=\"noreferrer noopener\">Discover DCIQ<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>How DCIQ supported stronger assurance, faster learning, and improved visibility across a complex ambulance service&#8230;<\/p>\n","protected":false},"author":40,"featured_media":11238,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[67],"tags":[],"class_list":["post-11102","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies","primary-category-case-studies"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>North West\u00a0Ambulance Service strengthens patient safety governance through trusted data and real-time oversight\u00a0 | RLDatix<\/title>\n<meta name=\"description\" content=\"Health &amp; care resources from RLDatix: North West\u00a0Ambulance Service strengthens patient safety governance through trusted data and real-time oversight\u00a0. 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