Use of the push model to route 999 calls to non-ambulance providers: learning from the Yorkshire Ambulance Service

The ‘push model’ describes an approach where 999 calls are routed by clinical navigators in the control room directly to other services based on a clinical review rather than a full clinical assessment. It is an active model, based on pre-determined agreements with NHS providers, which then contact the patient rapidly and determine the right response for their needs. This approach aims to provide patients with access to an appropriately qualified clinician, while releasing clinical capacity in the ambulance control room for other patients. The approach is delivered through training and collaborative working, requiring minimal financial investment. This article describes the implementation of the push model into Yorkshire Ambulance Service. By investing in this initiative, the team aimed to lay the groundwork for a sustainable business model that will bring long-term benefits to the public. This approach allows the ambulance service to respond to life-threatening emergencies more promptly and facilitates the redirection of urgent care to community services, reducing obstacles to accessing community-based healthcare.