FOI 25-494 Remote Clinical Response
Freedom of Information Request
- Reference
- FOI 25-494 Remote Clinical Response
- Request Date
- 30 Oct 2025
- Response Date
- 21 Nov 2025
- Information Requested
Under the terms of the Freedom of Information Act 2000, I respectfully request the disclosure of information concerning your Trust’s provision of remote clinical support to frontline ambulance crews. For the purpose of this request, 'Remote Clinical Support' is defined as advice, guidance, or decision support provided to frontline ambulance clinicians (Paramedics, Specialist Paramedics, Advanced Paramedics, Nurses, or other equivalent roles) that is specifically related to a patient’s clinical assessment, treatment, or referral pathway. I request the following information, relating to the latest available 12-month period for which data has been compiled at the time of processing this request:
Part 1: Remote Clinical Support Model
A concise description of the model used to provide Remote Clinical Support to frontline ambulance crews. This description should cover: The primary professional roles responsible for delivering this remote support (e.g., Clinical Duty Manager, Clinical Hub Paramedic, Advanced Practitioner). The primary method(s) of communication used by frontline crews to access this support (e.g., dedicated telephone line, radio channel, digital messaging platform). The typical operating hours of this service (e.g., 24/7, 08:00–20:00).
Part 2: Clinical Support Call Volume
The total volume of calls, requests, or contacts received by the Trust's Remote Clinical Support service during the requested 12-month period. Please provide this data broken down by month (e.g., 1,500 contacts in Month 1). If monthly breakdown is not possible, please provide the volume broken down by week or day, in that order of preference.
Part 3: Lost Time Awaiting Clinical Support
The total amount of time, measured in cumulative hours, that frontline ambulance crews spent waiting for a call-back or response from the Remote Clinical Support service during the requested 12-month period. This figure should represent the total ‘lost hours’ where an ambulance resource was delayed from returning to productive work solely because the crew was waiting for a clinical response/call-back required to complete their patient episode (e.g., to confirm a discharge decision or seek specialist advice). Please provide this total cumulative waiting time broken down by month for the requested 12-month period. If precise cumulative hours are not recorded, please provide the nearest available aggregated metric (e.g., total number of delayed call-back instances and the average waiting time per instance).
- Response
Part 1: Remote Clinical Support Model
If a crew require support, they can contact the Integrated Clinical Hub (ICH), a local Flow Navigation Centre, the Clinical on Call or the Critical Care Desk depending on the support needed and type of incident. The range of clinical support available varies across all clinical roles within SAS. This support is normally by telephone however video consultation may be available and operating times vary. ICH and on call support is available 24/7.
Part 2: Clinical Support Call Volume
I have applied section 17 of the Freedom of Information Scotland Act 2002, as information not held. To help explain the application of this section, the varied nature and type of contact with the Remote Clinical Support service means that this data is not currently recorded or reported in a way that would allow us to provide the breakdown requested.
Part 3: Lost Time Awaiting Clinical Support
I have applied section 17 of the Freedom of Information Scotland Act 2002, as information not held. To help explain the application of this section, due to the varied nature and type of contact, we do not record or report cumulative waiting times or related metrics in the format requested.
