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

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.