Non-emergency Patient Transport Service survey results

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Summary of report content

The Private Ambulance Service was awarded a short term contract for 12 months, when the previous incumbent stepped down and handed back the service to the BCCG. During the changeover period there were some challenges with data information and systems, however the mobility plan aimed to minimise patient disruption. In the early stages Healthwatch Central Bedfordshire was made aware of some local patients who had difficulty with the service. In particular, one patient asked to progress their issues with the Bedfordshire Clinical Commissioning Group . This patient was a regular user of the transport service, due to their health difficulties and had evidence of poor service that was continuing beyond what could reasonably be expected. It was clear from the patient feedback that others have had similar experiences and it was decided that a snapshot survey be conducted to gather evidence from a wider sample of patients. A total of 34 responses form the evidence for this report, though some did not identify their place of residence, there was a reasonably even split between Bedford Borough and Central Bedfordshire. The summary of findings highlight, overall the satisfaction with the non-emergency patient transport service was very low across a majority of the survey questions, however it must be noted that patients were happy with both individually named drivers and driving staff in general. There were significant issues with the service supplied to the renal unit. The transport here is required for the same patients, on the same days, at the same times on a weekly basis, which is arguably a simple scheduling programme, with little or no change. However, patients have been occasionally been missed, with some transport needing ‘chasing’ and the service continues to be disrupted. As the survey period progressed, there was evidence of some improvement across all services. However, this was not consistent across all respondents and there was little confidence that this was a sustainable, long term improvement. The report contains 5 recommendations. The report does not include a response from the provider.

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General details

Report title 
Non-emergency Patient Transport Service survey results
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Tuesday, 1 August, 2017
Date evidence capture began 
Tuesday, 1 August, 2017
Date evidence capture finished 
Tuesday, 1 August, 2017
Type of report 
Key themes 
Information providing
Quality of patient transport
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
How was the information collected? 
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 
Patient transport

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.