A new Ambulance Delay Medical Advice Line is going to be piloted to support staff when NWAS delays impact patient safety. The advice line is Trust-wide and aims to provide staff with clinical oversight to ensure safe, timely and coordinated care.
The pilot will run from 16 February to 28 March 2026. Operational hours will be Monday to Friday, 9am to 5pm.
What the Ambulance Delay Medical Advice Line is for
• Clinical decision support when the delay is significant or unexpected
• Reviewing whether the allocated ambulance category is appropriate
• Discussing alternative pathways (GP, community teams, UCR/ICRAS, alternative transport)
The Ambulance Delay Medical Advice Line is GP led and designed to improve patient safety during NWAS delays through timely decision making. However, please note that this line does not replace normal on call medical escalation.
When to call
• Category 1: Delay >15 minutes when clinical support is needed
• Category 2: Delay >40 minutes or if a delay is expected
• Category 3 or 4: For category review, escalation, or exploring alternatives
Have this ready before calling
• NWAS call reference number
• NEWS2 / POPS score
• Updated observations
• SBARD structured handover
How to access the Medical Advice Line
Switchboard on 0151 473 0303
Ask for the Ambulance Delay Medical Advice Line
Key safety reminders
• If the patient becomes life threatening or arrests — call 999 immediately and initiate ILS/PILS
• Continue monitoring using the Management and Recognition of the Deteriorating Patient policy
• Escalate to tactical on call (silver) when patient or staff safety is compromised
For further information or advice, contact either:
Deb Tubey, Deputy Associate Director of Nursing and Patient Experience: deborah
Rachel Williams, Clinical Director for Same Day Urgent Care: rachel
