About us

Think of the ambulance service and you’ll probably think of bright yellow vehicles and blue flashing lights, but there’s a lot more to us than that:

  • We serve more than seven million people across approximately 5,400 square miles – the communities of Cumbria, Lancashire, Greater Manchester, Merseyside, Cheshire and Glossop (Derbyshire).
  • We receive approximately 1.7 million 999 calls and respond to over a million emergency incidents each year.
  • We make more than 1.3 million patient transport journeys every year for those who require non-emergency transport to and from healthcare appointments.
  • We deliver the NHS 111 service across the region for people who need medical help or advice, handling around 3.6 million calls every year.
  • We employ around 7,074 staff in over 300 different roles.
  • More than 1,000 people volunteer with us as community first responders, volunteer car drivers or patient and public panel members
  • We have over 1,000 emergency and non-emergency vehicles operating across the North West.
  • We have an annual budget of £473 million.

Our headquarters is based in Greater Manchester but we’re spread all over the region with three emergency operations centres, three area offices, five NHS 111 sites, one support centre, two patient control rooms, two hazardous area response team (HART) buildings and more than 100 ambulance stations!

Our strategy

Our strategy explains our purpose: to help people when they need us most, and our vision: to deliver the right care, at the right time, in the right place; every time.

It sets out where we want to be and how we will get there together, with a shared purpose, vision, aims and objectives.

This strategy has been developed differently from those we have created over previous years; we have taken more time to engage our staff and patients to understand how they are feeling after what has been an incredibly difficult and, in some cases, life-changing few years.

More than 40 engagement meetings and workshops were held with managers and staff representatives from across the organisation, and additional sessions involving our Patient and Public Panel (PPP) were conducted to make sure the voices of staff and patients shaped the content of this strategy. This has resulted in a strategy that everyone at NWAS can be proud of.

In May 2023, the trust board approved the refresh of the 2022-2025 strategy, identifying that in the annual plan for 2023-2024 there is an emphasis on urgent and emergency care recovery, Freedom to Speak Up and creating a safe working environment free from discrimination.

Our vision

to deliver the right
care, at the right time,
in the right place;


Right care

We will provide outstanding care that is safe, effective and focused on the needs of the patient.

Right time

We will achieve all operational performance
standards for our paramedic emergency service, NHS 111 and patient transport service.

Right place

We will provide care in the most appropriate setting for each patient’s needs, taking fewer people to emergency departments by providing safe care closer to home or referring people to other health and care pathways.

Every time

We will provide services which are consistent, reliable and sustainable.

Our values

Our values are the behaviours that underpin all that we do. They describe how we should approach our work.

They can be found in our systems and processes, from appraisal paperwork to planning tools for large-scale projects for change.

Putting our values into practice supports us to provide compassionate care and improve outcomes and experiences for our people, patients and communities.

Our values underpin all that we do