SOUTH East Coast Ambulance (SECAmb) was told to make “significant improvements” by health regulator Care Quality Commission this week.

Following an inspection in May, the CQC issued the NHS Foundation Trust with a warning notice on Monday, after finding NHS 111 calls were not always responded to in a “timely and effective manner”.

SECAmb has come under intense scrutiny after it was revealed last October, the trust had run a pilot scheme resulting in up to 20,000 people having their ambulances delayed.

Chief executive Paul Sutton, who was behind the experiment, stepped down in March. The trust has until September to address the immediate concerns highlighted by the CQC, including the availability of kit, before a full report is published later in the year. Actions to be taken include:–

• Improving operational performance including increasing the number of staff providing patient care

• Implementing a new asset register for clinical equipment

• Ensuring medical practices are understood and operated appropriately by staff

• Looking to establish a new patient safety and quality director role to bring together all aspects of patient safety and safeguarding to ensure clear patient safety reporting mechanisms and clear identification and communication of learning

• Increasing staff recruitment within NHS 111 with the aim of performing against a new improvement trajectory agreed with service commissioners

SECAmb acting chief executive Geraint Davies said: “The trust is sorry for not providing the service that the communities we serve should expect and deserve.

Along with the rest of the executive team, our priority now is to focus on addressing the issues which the CQC has highlighted.

“We know there is a lot the trust needs to do to improve compliance with a number of systems and processes to ensure the safety of our patients.

“Following the inspection, we have been working hard to address the issues raised and will continue to do so over the coming months. My aim is to restore public confidence and faith in our service.”

SECAmb’s interim chairman Sir Peter Dixon added: “There have been some serious failings which we will need to address quickly.

“When the full CQC report is published, we will ensure that the public are provided with an update on the progress made.”

• The GMB union for workers in the ambulance service has called for an urgent review of SECAmb’s computerised dispatch system., after staff reported the system experiences constant loading errors, runs slowly and regularly crashes, leaving dispatchers unable to answer calls, contact ambulances or despatch resources within the required times putting patient safety at risk.

SECAmb said the CAD system was regularly maintained and upgraded to address issues identified by staff.

A spokesman said: “We do recognise system issues can cause frustration for staff but these matters are subject to review by a project group which is looking to further improve the performance of the CAD.”