Non Emergency Patient Transport Report 2017, Sussex

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Summary of report content

Healthwatch in Brighton and Hove, East and West Sussex visited health services in Bexhill, Brighton and Hove, Crawley, Eastbourne, Hastings, Haywards Heath, Polegate and Worthing over three weeks in May to June 2017, to assess the non-emergency Patient Transport Service. This service was provided by South Central Ambulance Service NHS Foundation Trust (SCAS) since April 2017. The previous service was not satisfactory and Healthwatch wanted to know if the sevice had improved since the change of provider. Overall, patients who answered the survey were satisfied with the service. 218 surveys were completed in total. There were several areas that local Healthwatch would recommend the provider, SCAS and the CCG commissioners seek to address as a priority to ensure patients continue to receive a quality service: Local Healthwatch to undertake visits to the provider’s contact centre before the second wave of this activity in December 2017. The Trust should ensure any allied staff responsible for arranging patient transport have received training to use their online systems. The Trust should review its contact centre protocols for ensuring all calls are responded too in a timely manner. The Trust should explore how it can make better use of local information when planning patient journeys, including better training for staff despatching vehicles; and For frequent users of the service, strive to provide greater consistency in ‘pick up times’ and staff. The provider of the service responded to this report in a positive manner stating they woulf continue to work closely with Healthwatch in the future.

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General details

Report title 
Non Emergency Patient Transport Report 2017, Sussex
Local Healthwatch 
Healthwatch Brighton And Hove
Date of publication 
Tuesday, 19 September, 2017
Date evidence capture began 
Monday, 1 May, 2017
Date evidence capture finished 
Friday, 30 June, 2017
Type of report 
Service evaluation
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of care
Quality of staffing
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Other services 
Non-emergency ambulance service

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.