Non-Emergency Patient Transport services

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Summary of report content

At the public meeting in Saltford in July 2018, Healthwatch Bath and North East Somerset heard that access to non-emergency patient transport services was becoming more difficult for local residents, with some reports that people had been denied transport to hospital appointments despite having used the service before. Prior to the meeting, Healthwatch had received five phone calls from local residents stating similar experiences.  After the meeting, Healthwatch Bath and North East Somerset had a meeting with the provider, Arriva Transport Solutions, and held a public meeting on 27 February 2019.

At the public meeting the following issues were raised:

  • Whilst there was positive feedback about the provider, some people who should have been eligible for the service who were turned down
  • People felt the telephone operators appeared to be reading from a script and lacked empathy
  • If people said they could get into a car, they were denied access to non-emergency patient transport irrespective of whether they have access to family or friends or taxis to get to hospital appointments.
  • Care home and independent living staff are no longer able to take residents to medical appointments
  • There is no funding for community transport to support people to attend primary care appointments
  • The parking system at the local hospital was unclear, leading to some people receiving parking penalty notices

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General details

Report title 
Non-Emergency Patient Transport services
Local Healthwatch 
Healthwatch Bath and North East Somerset
Date of publication 
Tuesday, 27 April, 2021
Date evidence capture began 
Sunday, 1 July, 2018
Date evidence capture finished 
Wednesday, 27 February, 2019
Key themes 
Access
Car parking access
Car parking charges
Communication between staff and patients
Information providing
Quality of patient transport
Service delivery organisation and staffing
Staff attitudes

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Engagement event
User stories
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Other services 
Patient transport
Non-emergency ambulance service

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
Not known

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.