The Healthcare Safety Investigation Branch says rising work pressure is a risk for staff and patients.
The health safety watchdog has said that doctors, ambulance dispatchers and other NHS staff in England have faced "significant distress" and harm over the past year as a result of long delays in urgent and emergency care.
Sarah, not her real name, has worked in the ambulance service for more than a decade, but describes the last 12 months as the most difficult she can remember. "I felt ashamed that I could not stay till the end, but I had to move on to the next job as I had done all I could." It had to change the way it carried out the investigation after hearing the "emotionally charged feelings" of people working in the system.
Those dispatchers told the investigation that it was common to worry "how many people are we going to kill today?", because they were not always able to send out ambulances quickly enough. "They'd been waiting so long that he had decided to move her around the house by dragging her on a rug, so when she eventually wet herself, she would be on a tile floor instead of the living room floor," he continued.
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