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Communication in a crisis in UK ambulance services: What is needed to improve incident communication?

Author

Listed:
  • Tovey, Oliver
  • Tolson, Joshua
  • Vinand, Angela

Abstract

Communication during a major incident or business disruption is essential for all organisations, but to the emergency services it is paramount. Timely and accurate communications are critical but present many challenges to all responders, particularly the blue-light sector. There are many layers and components to communication, including command and control, technical solutions and the inherent cultures within each of the ambulance services. While ambulance services have the same tools available to them as their partners in the police and fire service, they appear at times to be disadvantaged, but why is this? Is it organisational culture, access to training or simply the attitude and experience of responding individuals and commanders? UK NHS ambulance services are often the ‘gateway to health’, so failure to communicate is not an option. This paper will discuss the communication challenges that the ambulance service regularly face and the options that are available when dealing with complex or major incidents.

Suggested Citation

  • Tovey, Oliver & Tolson, Joshua & Vinand, Angela, 2018. "Communication in a crisis in UK ambulance services: What is needed to improve incident communication?," Journal of Business Continuity & Emergency Planning, Henry Stewart Publications, vol. 11(4), pages 309-316, June.
    • Handle: RePEc:aza:jbcep0:y:2018:v:11:i:4:p:309-316
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    More about this item

    Keywords

    communication; JESIP; joint emergency services interoperability programme; interoperability; ambulance; ambulance service; emergency service; NHS;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation

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