London Ambulance Service

Before migrating to InPhase in 2023, London Ambulance Service NHS Trust (LAS) were using Allocate to manage their audits, originally implemented in 2019. Prior to using Allocate, they were conducting all non-clinical audits manually. However, the software was designed for hospital environments, lacking flexibility to adapt to London Ambulance Service’s unique organisational structure. Issues with technical support and limited reporting capabilities added further to their challenges. These factors prompted LAS to explore alternative solutions as Allocate announced the sunset of their system in 2022.

"We weren't able to triangulate the data, we weren't able to have the reports how we would like them and there was a 24-hour delay in getting the real time data."

In 2023, LAS opted for InPhase, a more adaptable platform that promised greater control over audits and enhanced reporting capabilities. To facilitate a smooth transition, InPhase provided training resources such as videos and accreditation programs, empowering LAS employees to become proficient in using the new system. This approach not only reduced resistance to change but also fostered a sense of ownership and competence among staff members.

InPhase enables LAS to create, edit, and manage audits in-house, eliminating the need for relying solely on external support. Real-time dashboards provided immediate visibility into audit results, improving accountability and operational efficiency. LAS could create bespoke dashboards tailored to their specific reporting needs, enabling real-time data visualisation during meetings. Features like heat maps and trend analysis facilitated quick identification of compliance trends and areas needing improvement.

"On top of that, there's triangulation of data, so you're able to really pull in and pull out CQC information, how your audits are meeting certain quality statements, how you are meeting against each of the audit criteria as well. So that really sold it to us in terms of a system because it was everything that we needed and we wanted."

LAS can also locate data quickly and easily thanks to the organisational structure built into the system. Filters and slicers enable the user to search through different parts of the organisation e.g. a particular ambulance station and bring up all the audits associated with that station. The user can also see the audits, the frequency, the number of audits completed, the target compliance and their performance against the target. Not only this, the user can search for answers to a particular question. Audits can also be evidenced with photos and documents.

"Another thing that we really liked was you have the opportunity to add photos and documents. So we tend to, particularly when we're doing our inspections or our site inspections, our site audits is take photographs of good practice as well as those that need improvement and you simply click on this and it will bring up the photographs."

Despite initial concerns about usability, LAS found InPhase intuitive and user-friendly. Training resources and ongoing support ensured staff quickly adapted to the new system. Administrators at LAS gained comprehensive control over system configurations, user access, and audit deployment through the InPhase admin interface. The system's robustness minimised downtime and operational disruptions, reinforcing confidence in day-to-day operations.

"You're in control. And actually it is really user friendly. I'm a technophobe. I'm not very good with new systems learning it, but you have a set of training videos that you can go on and you can watch. They do an accreditation. So once you're trained on all of them, you get a nice certificate that you can put on your e-mail signature and then become the expert."

InPhase's customer support team, headed up by LAS's customer success manager, provided responsive assistance, fostering a collaborative relationship. LAS actively engaged with other NHS organisations using InPhase, sharing best practices and collectively enhancing their audit processes.

"One of the benefits of in Phase is no matter how many times you try and break it, you can't break it and the team are always on hand to help support if you do put anything or change anything without realising you're doing it."

Looking ahead, LAS aims to expand the use of InPhase beyond audits to include health and safety inspections and further develop customised portals for each service sector. They continue to cultivate super users within their organisation to promote local autonomy in audit management and system utilisation.