From Ramblers:
Walk Leaders have reported that ambulances have been delayed because of an inability to understand grid references given as a location.
Why should we think the reports are untrue?
Because people tend to exaggerate...
People call an ambulance and expect it to appear miraculously within minutes. The reality is, the ambulance may be miles away and it actually has to get to where the incident is. The ambulance service are not miracle workers - and, as far as I am aware, the haven't perfected teleportation or warp drive.
The complaints are specifically about the handling of grid references, not delays in general.
A few of many examples from
Ramblers | Home | Incidents when grid references have not understood by the local ambulance control room staff:
Shropshire Incident
2009 - Walker fell and group suspected a broken leg. Called 999 and requested ambulance. They were asked for a postcode or street name. The group were only able to provide a grid reference. Unable to handle a grid reference the operator asked for the nearest roads and landmarks. When the ambulance arrived the paramedic said they should have provided a grid reference and they would have been there quicker!
Whittington Incident
May 2010 - Group called 999. Ambulance requested to attend to walker with deep cut to leg. Group had been walking along river bank. Grid reference given, however operator unable to interpretate. Postcode or road name wanted. Operator was informed the group were on the south west side of the river. However ambulance sent to wrong location, resulting in an hours delay.
Romsey Incident
2010 - Group came across an injured walker in woodland. Called 999 and requested help. Group provided grid reference, but operator asked for postcode. Unable to give a postcode the group used local landmarks to describe their location. A helicopter was dispatched.
Bracknell Incident
March 2010 - Ambulance requested for walkerwith broken wrist and elbow. Group provided grid reference but operator wanted a postcode. One walker ran to nearest property and back again and provided a postcode.
Oxfordshire Incident
Mar 2010 - Ambulance called for injured walker. Grid reference given. However the operator did not understand grid references. Call was transferred to another member of centre staff who understood grid references.
Peak District Incident
2010 - Group called 999 and requested an ambulance. They have a grid reference as their location. However the operator requested a postcode. Unable to provide this the group had to refer to their map and provide details about the nearest landmarks.
October 2010 - Group called 999 for injured walker. Put through to ambulance service. Grid reference was given as the location. Operator asked for street name or postcode. But incident was on the fell. Eventually the group managed to inform the operator their location by using the map and telling them local landmarks.
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Ramblers | Home | Background information :
Our research has shown that each Ambulance Trust operates its own set of procedures. So one Trust may act in a different way to another. Generally it seems that most Trusts do train staff on how to understand a grid reference, but that this training is not followed up. Or it may also be that the computer system used by the staff cannot handle the input of grid references. Below we have detailed responses from Trusts who have responded to our call for information on this issue:
North West Ambulance Service
[The computer software we use] provides the call handler with the ability to Northing and Easting references, and also longitude and latitude. If a caller explains that they are walking in rural areas and gave a grid reference this information can be entered into the system and the position plotted on the mapping system.
The training that newly qualified Emergency Medical Dispatch Operators recieve during their initial training course includes self learning materials downloaded from the Ordnance Survey website.
North East Ambulance Service
The NEAS Call Handler can input a grid reference using alphabetical numerical OS System for example NZ 123 456.
NEAS can also input a grid reference without the alphabet pre-fix.
All Contact Centre call taking staff receive training in this format on their initial training course. We also have a reference sheet on each...desk.
South Western Ambulance Service
Thank you for your letter, my apologies for the lateness in this reply which was due to discussions that your letter generated with our Freatures team and technology suppilers.
I am pleased to be able to advise that the system [we use] can be updated in order to accept such information and that I have approved the purchase and upgrade at the cost of £1800. The facility should be up and running in three months time.
Great Western Ambulance Service
I have discussed your concerns...and I can confirm that [we] do train the Emergency Medical Dispathcers (EMD) in the following areas;
•Grid references - Easting and Northing, Latitude and Longitude, OS Map references
Each EMD undertakes individual training, supported by our EMD Locate and Verify training manual.
South East Coast Ambulance Service
The Emergency Dispatch Centres in Surrey and Kent use a new Computer Aided Dispatch system which has recentally been installed. On this new system, a grid reference can be entered directly into the system which then translates it to a location. The new system will be implimated in the Sussex EDC shortly.
West Midlands Ambulance Service
The grid reference information entered [when provided by the caller] will change to display Easting's and Northing's and plot the location on the computer mapping system and verify the location accurate to a range of approximately 50 meters.
The control room staff undertake a full training programme that meets all the requirements of the Trust.
Yorkshire Ambulance Service
The computer aided dispatch system (CAD 3) that we use in both our 999 centres allows any incident to be overridden with either coordinates which are entered as OS 12 figure or from the Geographical information system (GIS) Mapping which then updates CAD 3 with the coordinates from the location chosen on map.