Insights into the non-emergency patient transport booking process for service users in Northumberland

Healthwatch Northumberland heard that local patients requesting non-emergency hospital transport frequently had requests refused but then permitted on appeal which was frustrating, anxiety provoking and potentially a deterrent to accessing the service.

The aims of the report were information gathering, data exploration and appraisal of potential solutions to the perceived difficulties experienced by service users.

The methodology involved semi-structured face to face and telephone interviews and analysis of existing numerical data.

Findings revealed challenges for both patients and call handlers using the current system. Data confirmed a particularly high volume of appeals both made and subsequently overturned in Northumberland.

Recommendations include:

• Monitoring service users’ experiences closely following the introduction of the new criteria. This could include a focus group to provide feedback to the CCG.

• Redesigning the current patient information leaflet to reflect changes such as the method of appeal. Consider adding further details and examples regarding what is classified as a medical need for transport.

• Using engagement opportunities to disseminate information regarding changes to the criteria which may encourage patients to apply who have previously been reluctant or had a poor experience.

• Requesting regular data from the CCG to ensure there is robust monitoring of the impact of the new criteria.

• Offering to represent service users views at stakeholder meetings held to evaluate the effectiveness of the new criteria.