Application/Key learning points: This case study aimed to assess performance measurement in the NHS ambulance service, documenting various unintended consequences of the current performance framework that might suggest a future research agenda. The findings of the research indicated significant unintended consequences of the ambulance performance targets based on response times. The paper does an excellent job of documenting the disconnect between stated and unintended consequences of ambulance performance measurement, which will be useful for academics, practitioners, and policy makers alike.
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