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  • Case Study

Putting Outstanding Operational Efficiency at the Heart of Saving Lives

Yorkshire Ambulance Service see business continuity systems and standards as key to delivering the efficiency and consistency that saves lives.


“We decided we wanted the 'gold standard' for our own assurance. We wanted the kitemark.” 

Angela Vinand Business Continuity Manager, Yorkshire Ambulance Service
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The People

Improving planning for Yorkshire Ambulance Service (YAS)

Yorkshire Ambulance Service (YAS) identified the need to put standards at the heart of improving business continuity and future planning.

As one of the largest ambulance services in the country, serving over 5 million people, YAS needed to take operational capabilities up to the highest levels and set a national benchmark for services.

The Challenge

Emergency planning for emergency services

The need to prove compliance with the Civil Contingencies Act (2004) and deliver stringent emergency planning led to an internal reappraisal of YAS’s functions and the hiring of new resource.

The Civil Contingencies Act deals with emergency preparedness and establishes a clear set of roles and responsibilities for those involved in emergency preparation and response at the local level.

YAS’s senior management team shared a commitment to wanting to be the best in the space. Recognizing the value of standardization led them to allocating resources accordingly; understanding compliance requirements for the Act proved to be the “tipping point” for organizational change and improvement.

The Solution

When expecting the unexpected becomes a life-saving issue

YAS needed to enable transparency and alignment across all its departments to be sure of delivering consistent quality. Introducing standardization was seen as central to achieving this.

Attaining Business Continuity Management (ISO 22301) was identified by YAS as the standard to enable to continue operations during business disruption and emergencies during a planned or unplanned event.

ISO 22301 utilizes a Business Continuity Management System to enable effective, timely response to disruption. An annual audit ensures standards are maintained and the organization remains compliant and prepared.

Delivering trust for the people of Yorkshire

Within five years, YAS had 27 departments working towards the certification scheme, with 15 certified. The benefits YAS have seen include:

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    Improved culture of the organization – pride and understanding in shared goals

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    Increased number of contract wins

  • needed

    Improved public profile and public trust

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    Measurable proof of adaptability, agility and reliability

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    Supporting the NHS Trust’s sustainability agenda in systems and processes

The right response at the right time

YAS has a broad remit and encounters all types of geographies and environments – from isolated moors and dales to coastlines and inner city areas.

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  • 6,000 square miles

    6,000 square miles covered

  • 5 million people

    5 million people served

  • 7,200 staff

    7,200 staff employed

  • 3,500 calls

    3,500 calls taken on average each day


“ISO 22301 plays a key role in Yorkshire Ambulance Service being selected to deliver key NHS services across Yorkshire.” 

Angela Vinand Business Continuity Manager, Yorkshire Ambulance Service
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Preparing for business continuity

Helping YAS achieve certification helped put people first – benefiting the patients and staff of the Yorkshire Ambulance Service.

ISO 22301 emphasizes the importance of developing business continuity management processes, and continuous organizational improvement based on audits and measurements. It’s one example of why we’re trusted partners for organizations worldwide.

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