Isle of Wight NHS Trust

Ratings - Emergency operations centre (EOC)

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

We carried out an assessment of the emergency operations centre on 24 and 25 February 2026.

An emergency operations centre for an ambulance service is the centralised control hub where 999 emergency calls are received, triaged, and dispatched. The emergency operations centre was known as the Clinical Coordination Centre by the trust and is referred to as the Clinical Coordination Centre (CCC) throughout this report. It was staffed by call handlers, known as health advisors by the trust, senior health advisors, clinical advisors (nurses and paramedics), and dispatchers. The ambulance service medical lead, who is both an ED Consultant and a pre-hospital emergency medical (PHEM) doctor, and critical care paramedics were also located in the Clinical Coordination Centre.

The service had made improvements since our last inspection. We rated the service as good.

Staff followed systems and process to facilitate safe care and treatment to patients in a timely manner. Staff treated patients with kindness and empathy, and they acted to protect patients’ dignity. The service worked collaboratively with the acute service in the trust and with partner organisations to make improvements. The service had a focus on identifying and addressing inequalities to care and treatment.

People's experience of this service

We could not ask patients directly during our assessment of this service. However, themes from patient feedback we reviewed showed the provider received many more compliments than complaints. Patients frequently gave positive feedback about staff’s behaviour and compassion. Negative feedback concerned perceived and real delays in ambulance responses and communication.