Non-emergency Patient Transport Service survey results
Download (PDF 1021.29 KB)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.