93 % c a re Q U a L i t Y c o m m i S S i o n

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2 W E H A V E O V E R 500 RE G I S T E RE D A M B U L A N C E S, 800 S T A FF M E M B E R S C O M P L E T I N G T E N S O F T H O U S A N D S O F P A T I E N T J O U R N E Y S E V E R Y W E E K, F R O M TWENTY FIVE AMBULANCE STATIONS Since 2001, Medical Services Ltd has grown to become the largest non emergency patient transport provider in the UK with over 500 registered ambulances, 800 staff members completing tens of thousands of patient journeys every week, from twenty five ambulance stations located strategically across England and Wales. We offer a range of services across a comprehensive scope of patient mobilities and clinical needs. We can convey assisted walking and wheelchair patients in specially designed smaller vehicles. To cater for higher clinical needs we supply High Dependency Ambulance Units with technician and paramedic crews as well as specially designed vehicles and crews to cater for Bariatric and Paediatric Intensive Care transfers.

3 Medical Services understands that the nature of healthcare provision is changing and that transport needs to be flexible in order to respond to new ways of working and to meet the changing needs of patients. c a re Q U a L i t Y c o m m i S S i o n PatiEnt EnGaGEmEnt Healthcare isn t Monday to Friday, nine to five any longer. In hospital transport, there is no out of hours, there are no days where service is restricted and no bank holidays. Our ambulance staff are rostered to meet the needs of the patients and scheduled to support the individual needs of each clinic and ward. As the system adapts, Medical Services is changing too. We work in close partnership with our clients to develop responsive and reliable transport solutions that work for their specific needs. Late or missed appointments, patients unable to be discharged because of transport issues; these types of problems can have a significant financial impact across the healthcare landscape. Transport has a direct bearing on patient care and it must be considered as part of the patient pathway by both the commissioner and the providers. Medical Service provides transport solutions but our service doesn t begin or end with driving a patient in an ambulance from home to hospital. We strive to build strong, collaborative working relationships with our clients so that we can provide a range of services. Medical Services was one of the CQC pathfinder companies when regulation of the independent ambulance services was being introduced in We take our role as a pioneer seriously and continue to learn and build from that experience, ensuring our registration compliance and clinical governance, including infection prevention regime, staff training, ISO frameworks and patient engagement are up to date and constantly being improved. We regularly survey our patients and our staff to ensure that satisfaction levels remain high and to seek out any underlying potential problems. Our satisfaction levels have remained consistently high, with 93% of users in our last survey (CRM 2012) saying they were happy with the service they received. W E S T R I V E TO B U I L D S T R O N G RELATIONSHIPS 93 % O F U S E R S S A I D SO T H A T W E C A N T H E Y W E R E H A P P Y P R O V I D E A R A N G E W I T H T H E S E R V I C E OF SERVICES THEY RECEIVED

4 S E r V i c E S NHS Patient Transport Services are provided for medically eligible patients with a range of mobilities from elderly frail patients who require assistance to access routine medical appointments, to wheelchair users, to bed bound patients who require an ambulance with a stretcher and inter hospital transfers. d i s C h a r g e s Responding to hospital requirements and understanding the financial and patient care importance of timely discharges, Medical Services offers a flexible and responsive discharge service that can be available on short notice around the clock. enhanced specialist services For patients with chronic conditions or specialist needs who require frequent h i g h d ep en d en C Y an d ba r i at r i C u n i t s High Dependency Units are equipped with heart monitors, defibrillators and entonox in order to convey patients with higher clinical needs. We also equip these ambulances with all the equipment required to move larger or bariatric patients, so that each HDU can also be used as a bariatric ambulance. Bariatric equipment as a standard feature means that there are more resources for larger patients which helps reduce waiting times and provides a better service. ParamediC transfer service Using our High Dependency ambulances staffed with HPC registered paramedics and additional medical equipment, depending on the clinical needs of the patient, Medical Services offers a transport service for patients with higher clinical needs. P i C u The Paediatric Intensive Care Unit is a specialist service that operates a four journeys, Medical Services can offer a person crew, comprising of a consultant, service committed to certain clinics or registrar grade doctor, nurse and a types of patients that is run alongside Medical Services EMT/ICT in a specially the regular outpatient transport service. designed vehicle that transfers babies A dedicated service means that regularly and children between medical centres. transported patients get better, more personalised care that results in fewer missed or late appointments. RESPONSIVE FLEXIBLE RELIABLE

5 t E c H n o L o G Y Medical Services has invested in a series of integrated software applications designed to improve the service we deliver and make it ever more flexible and responsive to our clients needs and expectations. L I N K E D I N T O T H E N H S S N3 C O N N E C T I O N, W E A RE A B L E TO P R O V I D E A S E C U RE S Y S T E M W I T H A SINGLE ONLINE BOOKING PROCEDURE Connected to the NHS s N3 connection, we are able to provide a secure system with a single online booking procedure that is open to everyone at the Trust and links into most existing systems in the NHS. The seamless booking procedure is simple and can be used to book, change and cancel patient journeys. Our online system allows clients to see real time activity and shows a daily picture of how the service is performing. The metrics collected through our systems mean that combined we have a fully audited trail of each patient journey and each ambulance. The monthly dashboard is a snapshot that shows you in a clear concise manner your key performance indicators, so that our service is transparent and easy to understand. We build our reports with a candidness that allows clients to see and use the contract mechanisms to leverage service improvements and track performance levels. s u m m a r y o f co n t r a c t m o n t h l y a c t i v i t y l e v e l s J o u r n e y s y e a r to d a t e /s p e n d y e a r to d a t e p e r c e n ta g e b r e a K d o W n o f mobilities J o u r n e y n u m b e r s v s e s c o r t n u m b e r s K p i a r r i va l t i m e v s a p p o i n t m e n t t i m e K p i t i m e o n v e h i c l e/k p i W a i t i n gt i m e b r e a K d o W n o f a b o r t s /a b o r t s b y m o b i l i t y & c a t e g o r y c a n c e l l a t i o n s a c t i v i t y b y d e pa r t m e n t J o u r n e y s b y p c t/j o u r n e y co s t s b y p c t From advanced GPS tracking on our vehicles and the handheld devices used by our staff we can offer IT geofencing and a call ahead service that has been well received by patients and helps Trusts to minimise late and missed appointments.

6 Staff Our thorough recruitment process hires individuals who are dedicated to helping people. After receiving an enhanced CRB disclosure and passing a driving assessment, new ambulance crew members must undertake an accredited training programme including First Aid, First Person on Scene training and manual handling. As staff progress in their career with Medical Services they are encouraged to undertake more training. Medical Services is currently working with Sector Skills for Health and further education colleges in England to establish a vocational standard for PTS staff training. This is an on-going project and we hope to encourage other providers to take part and build this as the recognised national standard for PTS training and development. Additionally, the most promising patient transport staff are encouraged to become Emergency Medical Technicians with our in-house training program, learning new skills to assist the company and progress within the company. O U R S T A FF A N D O U R F L E E T A RE T H E BUILDING B L O C K S O F O U R S E R V I C E A N D W E C O N T I N U A L L Y INVEST IN BOTH V E H i c L E D E S i G n & m a i n t E n a n c E Our vehicles are purpose built and CEN compliant, reflecting the mobility requirements of our patients and the company s commitment to being as environmentally friendly as possible. Our fleet of vehicles has been designed specifically for patient needs; from small cars, specialised stretcher ambulances and multi-seat people movers to high dependency units with built in standard bariatric equipment. The Medical Services fleet has been designed to be as efficient, responsive and safe as possible. Winches, lifts, wedge ramps and NMI King RIP wheelchair seats are built into our new vehicles as required, responding to the safety concerns of our patients and staff. The technology and equipment aid the staff so they are free to care for the patient not worry about the logistics and difficulties of moving a patient into a safe and comfortable travelling position. Our vehicles are meticulously maintained and follow a strict periodic servicing and deep cleaning regime. D E m a n D m a n a G E m E n t Medical Services services begin with demand management, implementing the Department of Health eligibility criteria in a manner that works for your specific services needs, problems and budget. We can also help redirect and guide those patients who don t qualify to other transport options, ensuring that no one is inconvenienced or left out. This means that you are providing patient transport for those with a medical need but don t have to leave your other patients without transport alternatives and assistance. m a n a G E D SErVicES Medical Services can provide managed services where we take responsibility for all your transport related activity, working in collaboration with NHS trusts and Local Authorities, other services and partner organisations to provide a comprehensive solution. In practice this means your regular and ad hoc patient transport needs for all mobilities and clinical needs, taxi and courier services can all be managed by one responsible entity providing real efficiency savings. This makes managing your transport budget easier, more efficient and reliable.

7 Medical Services Ltd is the UK s largest and fastest growing independent Patient Transport Service provider, working alongside NHS and private healthcare to supply dependable, caring journeys for patients and cost effective, reliable transport solutions for commissioners. p a t i e n t t r a ns p o r t s er v i c e s d i s c h a r g e s enhanced specialist services high dependency and bariatric units paramedic transfer service paediatricintensive care unit contact information info@medicalservicesuk.com l o n d o n Bow, Unit 6-8 Twelvetrees Business Park, Twelvetrees Crescent, E3 3JQ birmingham & the west midlands 18 Sandy Lane, Aston Birmingham, B6 5TP north west 13 Taurus Park, Europa Boulevard, Warrington, WA5 7ZT south west Unit 2 Birchills Trading Estate Bristol, BS4 5PF w a l e s Unit 20 Milland Road Swansea, SA11 1NJ