Non-Emergency Patient Transport Service (NEPTs) Patient Experience Survey
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Healthwatch Hertfordshire carried out a short survey to understand service user experiences of Non-Emergency Patient Transport, provided by the East of England Ambulance Service in Hertfordshire following the change of contract-holder. They heard from 25 people.
- Respondents expressed the value of the service, and placed a particular emphasis on the excellent care provided by the staff.
- 80% of respondents were satisfied with the booking arrangements, and 64% were satisfied with the communications from the service.
- 72% were satisfied that the service arrived on time, and 48% were satisfied that their journey was no longer than necessary.
- 88% were satisfied that the staff were able to meet their needs for the journey, and 72% found the staff friendly and understanding.
- Where patients had less positive experiences, this involved the lateness of the vehicle picking them up for, and from their appointments – sometimes resulting in missed appointments and delays in receiving care.
- Some people were not aware that Non-Emergency Patient Transport existed.
- Some people said the eligibility criteria for this service was not always clear or transparent.