Patient Transport Services in Sussex: What patients and passengers told us about the service in 2020

Healthwatch East Sussex, Brighton & Hove and West Sussex report on the outcome of their research into people’s experiences of local non-emergency patient transport services.  They gathered patient’s experiences of using the service across over 30 hospitals and other locations. They made recommendations, and produced four separate reports. They collected 130 patient experiences, using a survey developed with the involvement of NHS Commissioners.

They shared the report with commissioners with a view to the results influencing how the new  contract to run the local service will be awarded in 2022. Healthwatch in Sussex agreed to prepare a joint briefing with Commissioners for city leaders and decision-makers to raise awareness of the issues. They shared results from their work at a market engagement event attended by potential bidders for the new contract in October. They have been asked to review the draft service specification; and evaluate the questions which potential bidders need to answer and fulfil.

The CCGs have already used the findings to review their draft contract specification. They are clear that patient communications need to improve. They have also strengthened some draft targets which relate to timeliness. Healthwatch is pleased to see that some of their concerns and recommendations sit at the heart of the CCGs’ set of values for the new service, with patient care and quality outcomes being at their core.