Business
New measures to boost resilience of 999 call system
A GOVERNMENT review published today helps to bolster the resilience of the 999-call handling system following a technical fault last summer
The incident, the first in nearly 90 years, has sparked the introduction of further safeguards to ensure continued public trust in the emergency call handling system
Measures are aimed at ensuring a swift and coordinated response to similar incidents in the future
New measures will boost the resilience of the 999-call handling system, after the first technical fault of its kind in almost a century affected the platform last summer.
A notification system between BT, the emergency services and UK Government has been put in place to ensure all ambulance trusts and police forces can rapidly enact a coordinated response.
In the unlikely event of a future incident, the Government would also issue public advice on what to do to continue to reach the emergency services.
The new measures come as the Department for Science, Innovation and Technology has today (21 March 2024) published a review into the extremely rare incident which occurred last July and established six recommendations to bolster the robustness of the system.
While the emergency call service has historically proven itself to be very resilient, the review represents an important move to ensure any potential future risks to the public are minimised.
The most pressing recommendation has already been completed, with BT implementing immediate improvements to its systems to prevent similar future occurrences.
In the immediate aftermath of the event, BT launched a comprehensive investigation into the fault and published their report on 29 July 23, taking full responsibility for the disruption and recognising the critical national importance their 999 infrastructure plays.
Secretary of State for Science, Innovation and Technology Michelle Donelan said:
“The incident in June of last year marked the first significant disruption to the 999 system in nearly 90 years. We are determined to prevent history from repeating itself, with public safety being absolutely paramount.
“This is why, following a thorough review of the incident, we are working with BT to establish enhanced resilience measures, ensuring the UK is always prepared to effectively address major emergencies.
“The government remains steadfast in its commitment to safeguarding the public’s safety and well-being.”
Alongside measures to improve risk management and communications, the new recommendations focus on enhancing the UK Government’s oversight during potential future incidents.
The Cabinet Office will coordinate efforts to instil greater clarity on responsibilities and accountability for the 999 system’s resilience to a range of challenges. These include cyber-attacks, natural disasters, high numbers of calls, and simultaneous incidents, ensuring the system is robust and can effectively respond to a wide range of emergency scenarios in the future.
These improvements will be made by testing of the Government’s 999 Strategic Incident Group – a dedicated cross-system incident notification and response protocol – and establish guidance to help emergency services and the Government communicate with the public during call system incidents.
To further enhance public awareness and preparedness, a cross-government communication plan will also be developed by the end of April, creating a central point of public advice for various scenarios involving potential disruptions to 999 calls and covering all four nations of the UK.
The review has drawn on the evidence and expertise of all relevant stakeholders, including Emergency Authorities, BT, Ofcom, Government departments, the Devolved Administrations, and Local Resilience Forums.
All recommendations are to be implemented by the end of April 2024.
Howard Watson, Chief Security and Networks Officer, BT Group, said: “At BT Group we take great pride in underpinning the national 999 service and recognise the critical importance our infrastructure plays. The level of disruption to the service on Sunday 25 June 2023 has never been seen before and we are sincerely sorry for the distress caused.
“While no technology is 100% resilient, we have built a highly robust network with multiple layers of protection to connect the public to blue light services in their time of need. We take our responsibility to the emergency services and the public seriously, and on this occasion we fell short of our own high standards for the 999 service.
“As outlined in the Government’s Post-Incident Review, we have put in place a comprehensive improvement plan to prevent this series of events reoccurring. We are also committed to working with all 999 stakeholders to continue to improve end-to-end resilience of the system.”
Chair of the 999/112 Liaison Committee and Assistant Chief Constable Catherine Akehurst said: “I welcome the findings of the review, which has had public safety at the forefront. Although this incident was extremely rare it is essential that we learn the lessons from it, and the review’s recommendations will further strengthen arrangements across the country. This includes coordination across all partners in the system – across BT, the Emergency Authorities around the country, and Government – to ensure public can continue to access the emergency services whenever they need to.”
The UK Government will continue to work closely with BT and industry stakeholders to provide reliable access to the UKs emergency services. The recommendations detailed in the Review will be overseen by Senior Government Officials to ensure the continued resilience of the Public Emergency Call Service.
Business
Pembrokeshire care home group hit by £150,000 budget blow
A COMPANY with six care homes in Pembrokeshire has revealed it is facing a £150,000 financial hit due to controversial Budget measures.
The hikes in National Insurance contributions, combined with an increase in the Real Living Wage, are set to cause “12 months of instability,” according to Mike Davies, managing director of Sunset West Care Homes’ holding company, Dale Roads Group Ltd.
The group operates six care homes, including Langton Hall Residential Home in Fishguard, Pen-Coed Residential Home in Saundersfoot, and Woodfield Nursing Residential Home in Narberth. Other homes in the group are Woodland Lodge Residential Home in Tenby, Torestin Care Home in Tiers Cross near Haverfordwest, and Pembroke Haven in Pembroke Dock.
Mr Davies warned that struggling care homes may need to ask families to help cover the cost of care for their loved ones.
He is supporting a new campaign launched by Care Forum Wales (CFW), which calls for social care to receive an NHS-style exemption from National Insurance increases or emergency financial support to prevent care homes and domiciliary care providers from going bust.
Save Social Care campaign
CFW chair Mario Kreft MBE is leading the Save Social Care, Save the NHS campaign, highlighting the issue in letters to Welsh MPs, Senedd members, First Minister Eluned Morgan, and Health Minister Jeremy Miles. Similar letters have also been sent to Prime Minister Keir Starmer and Chancellor Rachel Reeves.
The campaign, supported by the Five Nations Group, warns that third-sector providers, including charities and hospices, face serious risks due to the Budget measures.
Mr Davies shared these concerns, stating that Sunset West Care Homes is looking at an additional bill of more than £130,000 just to cover National Insurance increases. Additionally, the group expects to incur an extra £18,000 annually to cover Statutory Sick Pay costs.
With 169 registered beds across the group, Mr Davies said further financial strain from wage increases could push care homes to the brink unless additional funding is provided by the Welsh and UK governments.
He said: “Operating during Covid stretched staff resources to their limits. Now, with these additional Budget costs, we are facing a snapshot of the challenges ahead.
“If costs remain as projected, we anticipate an extra £130,000 for National Insurance contributions alone. This doesn’t even account for the wage increases yet.”
“Uncharted territory”
Mr Davies warned that the social care sector in Pembrokeshire could face instability, with smaller operators struggling to survive.
He said: “We’ve already seen care home closures, and the likelihood is that smaller operators will find it even more difficult going forward. We are relying on additional funding to meet these new costs.
“Eighty per cent of our occupancy in the county comes from local authority placements. If there’s a shortfall, families might need to provide additional voluntary contributions.”
National funding crisis
CFW has calculated that the care sector in Wales faces a £150 million funding gap due to Budget measures, including a 1.2% rise in employer National Insurance contributions, a cut to the Secondary Threshold to £5,000, and a 5% increase in the Real Living Wage to £12.60.
Mario Kreft MBE said: “It represents a 37% increase in employer NIC for a member of staff earning £25,000 a year. This is effectively a tax on publicly funded care and on working people, which will ultimately impact families.”
Mr Davies echoed these concerns, adding: “We’ve discussed funding issues with local authorities, but they don’t have the money either. It’s going to have to come from the Welsh Government and Westminster.”
Pictured: Sunset West Care Homes group managing director Mike Davies says Budget measures will hit care homes hard (Pic: Sunset/Herald)
Business
Wales’ biggest Specsavers store opens in Haverfordwest
SPECSAVERS HAVERFORDWEST has relocated to a larger, state-of-the-art premises in the Riverside Shopping Centre, becoming the largest Specsavers store in Wales following a £1.2 million investment by local partners.
The grand opening of the new landmark store took place on Monday 16 December, with customers and local dignitaries, including several mayors, in attendance.
On arrival, guests were welcomed with performances from the Haverfordwest Male Voice Choir and local musician and dispensing technician, Kyle Kirkhouse, followed by a ribbon cutting by one of the store’s long-standing customers, Madaline Roberts, who runs the Milford Haven branch of the Macular Society.
William McNamara, owner of Bluestone National Park Resort and patient of Specsavers Haverfordwest was also in attendance.
To encourage guests to explore the new store and learn fun facts about optometry and audiology, staff organised an interactive treasure hunt.
‘After years of planning and preparation, we are delighted to officially open our brand-new store,’ says Wayne Jones, retail director. ‘We are confident that this investment will bring lasting benefits to the local community for years to come.’
He adds, ‘A heartfelt thank you to everyone who supported our relaunch event. It was incredible to see so many customers, both familiar faces and new ones, celebrating with us. I also want to extend my deepest gratitude to our incredible team, whose hard work and dedication made this all possible. Without their commitment, none of this would have materialised.’
The new premises at 21 Riverside Quay offers cutting-edge facilities and enhanced services to meet growing community needs with 14 test rooms, including two dedicated audiology suites.
As the largest Specsavers practice in Wales and one of the largest in the UK, the store is equipped with advanced diagnostic technology to deliver exceptional care. These services will also help alleviate pressure on local NHS resources, providing convenience and vital support to residents who previously had to travel significant distances for specialised treatment.
Narbeth local, Sandra Tarrant, previously needed private consultations in Swansea, but she was referred to ophthalmic director, Andy Britton by her consultant earlier this year, who recognised his expertise and the store’s advanced diagnostic equipment.
Mrs Tarrant explains: ‘The staff at Specsavers Haverfordwest are highly trained and genuinely care about your eye health. I no longer face long journeys for tests, and the team’s professionalism gives me complete confidence in their care. You feel like you’re in good hands, with staff who take you seriously and don’t pass you around.’
Partners Andy Britton and Wayne Jones are also passionate about shaping the future of optometry. The new store will provide hands-on training opportunities for optometrists pursuing advanced qualifications such as Glaucoma and Independent Prescribing certificates, ensuring they gain essential clinical experience in a world-class facility.
The new Specsavers Haverfordwest store will be open seven days a week, offering flexible appointment times to cater to the community’s needs. To book an appointment or learn more about the services available, visit www.specsavers.co.uk/stores/haverfordwest.
Business
Ferry traffic surges at Pembroke Dock due to Holyhead closure
FERRY traffic at Pembroke Dock Ferry Terminal has surged following the temporary closure of Holyhead Port due to severe damage caused by Storm Darragh. The Port of Milford Haven, which owns and operates the terminal, has implemented measures to manage the increased volume of vehicles and minimise disruption in the area.
Holyhead Port, a key hub for ferry services between Wales and Ireland, has been closed since December 7. Repairs to storm-damaged infrastructure are ongoing, with reopening not expected until at least Thursday, December 19. The closure means more lorries in Pembroke Dock.
Irish Ferries has temporarily replaced the Isle of Innisfree ferry with the larger James Joyce on its Rosslare route..
Traffic management plans in place
Tom Sawyer, Chief Executive at the Port of Milford Haven, said: “We are expecting to see ongoing increased traffic to Pembroke Dock Ferry Terminal. To manage traffic in the area, we have opened up different areas of the Port to reduce the number of vehicles queueing at the Port entrance. We have also been liaising with Pembrokeshire County Council’s Emergency Planning team to identify other areas for longer-term parking, if needed, so that traffic around Pembroke Dock is managed as effectively as possible.”
Sawyer acknowledged the inconvenience to local residents and businesses and expressed gratitude for their understanding: “Our priority is to ensure the safe and effective operation of all traffic on the Milford Haven Waterway. We’d like to thank everyone, particularly those living in and around the Pembroke Dock area, for their understanding and support. We will endeavour to take all actions possible to keep the area as uncongested as possible.”
Concerns over Christmas delays
The closure of Holyhead Port has raised concerns about delayed Christmas deliveries, as the route is a critical link for goods between Ireland and the UK. An Post, the Irish postal service, has reassured customers that alternative routes are being utilised, and the backlog of parcel trucks at Holyhead is decreasing.
A spokesperson for Holyhead Port stated: “Safety is of paramount importance to Holyhead Port, and a thorough investigation into the extent of the damage and repairs required is ongoing. At this point, it is estimated that the berths will reopen for ferry traffic on Thursday, December 19, at the earliest.”
Local impact and advice
Residents near Pembroke Dock have reported increased congestion due to the diversion of ferry traffic. The Port of Milford Haven continues to monitor the situation closely, working with local authorities to alleviate the impact on the community.
Photo Caption: Increased ferry traffic at Pembroke Dock Ferry Terminal due to Holyhead Port closure (Pic: Martin Cavaney/Herald).
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