Experiences of using non-emergency patient transport in Derbyshire

Healthwatch Derbyshire spoke to 92 renal dialysis patients between January and April 2018 about their experiences of using non-emergency patient transport services provided by East Midlands Ambulance Service (EMAS). Overall, patients were highly positive about the drivers, describing them as friendly, caring, professional and helpful. Many also felt that vehicle comfort had improved, particularly with newer ambulances, and most reported receiving appropriate assistance getting to and from appointments. 

The main concerns related to reliability, communication and waiting times. Patients reported that they were not routinely told when transport was on its way and often spent long periods waiting at home. Many felt that a simple text or phone call would reduce uncertainty and anxiety. Some participants, despite being eligible for transport, had chosen to make their own arrangements because of previous poor experiences or delays. Saturday services were highlighted as being particularly problematic. 

There was also significant frustration about delays collecting patients after dialysis treatment. Many described waiting long periods after finishing treatment before transport arrived, often when they were tired, unwell or eager to return home. Participants felt some transport routes appeared inefficient and that people living very close to hospital were often collected far earlier than necessary. Several highlighted the impact on family life, work and wellbeing, given the amount of time already spent attending dialysis appointments. 

Healthwatch concluded that communication and timing were the key areas requiring improvement. Recommendations included introducing routine text or telephone notifications when transport was approaching, investigating delays and Saturday service issues, monitoring why some eligible patients stop using the service, and exploring ways to make journeys more efficient for frequent users such as dialysis patients. EMAS accepted the findings and outlined actions including improved communication, service audits, performance monitoring and the introduction of a Patient Liaison Officer role.