Report on Non-Emergency Patient Transport provided by E-Zec Medical Transport at Staffordshire Hospital

Healthwatch Staffordshire conducted a survey and semi-structured interviews to gather patient views on the non-emergency patient transport service, known as E-Zec Medical Transport. In the course of the study a number of hospital staff members involved in the arranging of patient transport also had views they wanted to share and therefore these views are included in this study. A total of 75 patients responded to the survey and a further 26 staff members also provided feedback. 

The findings showed that patient transport was generally available and suitable for appointments. Staff were reported to be friendly and helpful when making booking and during the journey. Key issues that were raised related to the time keeping for the transport service both at collection from the patients' home and particularly on return home after appointments. The impact of long delays for collection on the wellbeing of patients could be detrimental with concerns raised about potential for missed medication or missed visits from carers. Furthermore, the centralised nature of the route planning meant that it was not always the most efficient way of organising journeys for multiple patient destinations. Although there were issues with waiting times for some patients, the service made a big difference to patients being able to attend their appointments and the vast majority appreciated the existence of this essential service.

Healthwatch Staffordshire made a number of recommendations including improving the way that patients and staff are kept informed of delays in transport arrangements and that information given is as accurate as possible. It was recommended that a review take place to monitor the planned journeys to increase efficiency of the use of the transport and reduce the significant delays in waiting times for patients. Furthermore, meetign with the Hospitals Management could be organised to review the waiting areas available to patients using E-Zec Patient Transport and discuss whether there may be any capacity in Discharge Lounges for patients with extended waits or where the  waiting area is not suitable.

The service providers responded with an action plan to address the issues identified in the report.