What we're hearing about EMED's provision of non-emergency patient transport in Surrey Heartlands

Healthwatch Surrey conducted research to gather insight into people’s experiences using non-emergency patient transport provided by EMED (an organisation providing transport to health and care services). Data were collected from service users via Healthwatch Surrey Helpdesk and a survey (online and face-to-face). In total, 48 pieces of feedback were collected, including 41 completed surveys and 7 pieces of Helpdesk feedback. Healthwatch Surrey also used a mystery shopper to clarify details about booking different types of vehicles, and spoke to and hospital staff about the service.

In relation to transportation, some people were concerned about the use of external taxi services due to not feeling safe. People also disliked being asked to be ready two hours before their pick-up time. Some people also reported waiting over four hours to be collected and/or picked up. This caused problems for those in residential care homes due to deadlines when residents can return by. Booking transport with EMED was reportedly quick and easy, though some people had difficulty accessing the booking system.

The report suggested a deterioration in service over time. People spoke about cancellations, being collected late, and EMED transport not arriving at all. The impact of EMED transport cancellations can sometimes include costly financial outgoings and serious health implications for patients relying on them. Overall, about two-thirds of people felt the staff were friendly and helpful and assisted in getting them to and from the transport.

Hospital staff noted difficulties setting up an account to book EMED transport and insufficient capacity, as well as short-notice cancellations and insufficient patient information being recorded. Some other common problems included patients arriving late to appointments and patients not being collected on time.