Case Study: London Ambulance Service achieves demand-led rostering and reduced overtime with TotalMobile

London Ambulance Service - Customer Case Study

The London Ambulance Service, the world's busiest emergency service, faced significant challenges with outdated shift patterns that were misaligned with patient demand. This led to excessive overtime, high private ambulance service costs, and poor work-life balance for its 5,000 frontline employees. To secure future funding, the service needed to design a new, demand-led rostering system and enlisted TotalMobile, utilizing their WORKSuite shift planning and workforce management software and consultancy expertise.

TotalMobile implemented a highly collaborative solution, creating 200 new rosters across 70 stations. They facilitated 88 meetings with staff and unions to design shift patterns that met both operational demand and employee preferences. The project was a success, releasing 3,414 people hours, drastically reducing overtime and private ambulance usage, and provisioning dedicated training time. These improvements, achieved by TotalMobile, led to enhanced patient care, proven demand management for commissioners, and a significantly better work-life balance for paramedics.

London Ambulance Service