East of England Ambulance Service NHS Trust. Patient Transport Service Patient Experience Report: Hinchingbrooke Health Care NHS Trust

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1 East of England Ambulance Service NHS Trust Patient Transport Service Patient Experience Report: Hinchingbrooke Health Care NHS Trust Author: Laura Mann, Patient Experience Analyst Data Period: 23 rd to 31 st October 214 Date of Report: January 215

2 Summary Introduction This report summarises the results of the East of England Ambulance Service NHS Trust s (EEAST s) Patient Transport Service (PTS) patient experience survey for patients who attended the Hinchingbrooke Health Care NHS Trust between the 23 rd to the 31 st of October 214. The objective of this survey was to establish patient satisfaction and to involve patients in the service received whilst also monitoring the quality of the service provided. Sample This survey sampled patients who attended the Hinchingbrooke Health Care NHS Trust during the period from the 23 rd to the 31 st of October 214 and had used the PTS provided by the EEAST. 197 questionnaires were sent to a random sample of patients who were asked to provide feedback on the service provided and 74 responses were received. This equates to a 37.6% response rate. Methodology Patients contact details for the sample were obtained from the Cleric system. A copy of the questionnaire, an equality and diversity information gathering form, the Trust s standard covering letter from the Trust Caldicott Guardian/Medical Director, a translation and patient information sheet along with a freepost envelope were sent to each patient within the sample. Patient questionnaires for patients who have used the PTS when attending the Hinchingbrooke Health Care NHS Trust are sent out to a sample of patients on a quarterly basis. Conclusion Overall, 97.% of patients who used the PTS when attending the Hinchingbrooke Health Care NHS Trust between the 23 rd to the 31 st of October 214 described the service received as being either satisfactory or very satisfactory. A Friends and Family Test score of +76 was also seen for patients who had used the service during this time. Page 1 of 18

3 Results Section 1 Q1 Whose views are being reported in this questionnaire? The view of the patient The view of someone acting on behalf of the patient % % Key Performance Indicator (KPI) 56/ % 8/8 1.% number of responses No response given 8 Q2 Were you clearly informed of the date and time of your transport booking? Yes No % 7 1.1% number of responses 69 Unable to say 2 No response given 3 Q3 Did you travel by ambulance or car service? (All answer types are listed, some multiple answers) Ambulance Car Service % % number of responses 88 Unable to say 1 No response given 1 Page 2 of 18

4 Q4 How satisfied were you with the length of time your journey took? Very satisfied Satisfied Fairly satisfied Dissatisfied Very dissatisfied % % 2 2.7%.%.% number of responses 74 No response given Q5 Did you arrive on time for your appointment? (All answer types are listed, some multiple answers) Very early (over 6 minutes) Early (3 6 minutes) On time Late ( 6 minutes) Very late (over 6 minutes) 5 7.% % % %.% number of responses 71 No response given 4 Please note that these answers are the patients perceptions and times have not been verified Page 3 of 18

5 Q6 How long did you have to wait for your return transport after your appointment? to 15 minutes 15 to 3 minutes 3 to 45 minutes 45 to 6 minutes Over 6 minutes % % % 4 5.9% 4 5.9% number of responses 68 No response given 6 Q7 How would you describe the following? Q7a The comfort of the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable % 5 7.2%.% number of responses 69 Unable to say No response given 5 Q7b The suitability of the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable % 4 6.%.% number of responses 67 Unable to say No response given 7 Page 4 of 18

6 Q7c The cleanliness inside the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable % 3 4.5% 1 1.5% number of responses 67 Unable to say No response given 7 Q8 Did the service staff introduce themselves to you? Yes Yes, but I would have liked them to introduce themselves to a greater extent No % 1 1.5% 7 1.4% number of responses 67 Unable to say 3 No response given 4 Q9 How would you describe the attitude of the service staff you had contact with? Very professional A little improvement necessary Not professional % 3 4.3% 1 1.4% number of responses 69 Unable to say No response given 5 Page 5 of 18

7 Q1 Did the service staff treat you with dignity and respect? Yes, definitely Yes, to some extent No, I was not treated with dignity and respect % 3 4.3% 1 1.4% number of responses 7 Unable to say No response given 4 Q11 Did the service staff drive safely? Yes A little improvement necessary No % 2 2.9%.% number of responses 7 Unable to say No response given 4 Q11 Did the service staff offer assistance if required? Yes No Not required % 2 2.9% 2 2.9% number of responses 69 Unable to say 1 No response given 4 Page 6 of 18

8 Q12 Did the service staff respect your personal care and belongings? Yes No Not required %.% 4 5.7% number of responses 7 Unable to say No response given 4 Q13 If you had not travelled with the ambulance service how would you have travelled to hospital? (All answer types are listed, some multiple answers) Public transport Private car Taxi Relative, carer or friend Could not attend Other 4 5.3% 3 4.% % % % 8 1.7% number of responses 75 No response given 4 The below comments were received from patients who answered other when responding to this question: There was no one else who could have collected me. (Patient ) I can drive but told not to. (Patient ) Taxi. (Patient ) If time convenient otherwise could not attend. (Patient ) Nursing home ambulance. (Patient ) Epileptic diabetic. (Patient ) This was an emergency call. (Patient ) It was emergency I was taken from GP surgery. (Patient ) Page 7 of 18

9 Q14 Did you use patient transport due to any of the following? (All answer types listed, some multiple answers) Poor public transport Cost of transport Mobility problems Distance Parking at hospital Other % 3 3.9% % 4 5.2% 1 1.3% % number of responses 77 No response given 6 The below comments were received from patients who answered other when responding to this question: Due to ambulance taking me I was not dressed appropriately. Therefore car home. (Patient ) Could not drive after treatment. (Patient ) Underwent procedure with sedation. (Patient ) Pre-booked by GP. (Patient ) Use own wheelchair. (Patient ) Same as above. (Patient ) I am 9 years old, divorced, living on my own, prostate cancer. (Patient ) New hip joint operation. (Patient ) Medical problems. (Patient ) Page 8 of 18

10 Section 2 Please tell us your overall views on the Patient Transport Service Q15 How would you describe the service you received from the Patient Transport Service in relation to your expectations? Exceeded my expectations % Met my expectations % Reasonably met my expectations 3 4.5% Barely met my expectations.% Did not meet my expectations 1 1.5% number of responses 66 No response given 8 Q16 Overall, how would you describe the service you received from the Patient Transport Service? Very satisfactory Satisfactory KPI Result (Very satisfactory + satisfactory/ number of responses) Fairly satisfactory Unsatisfactory Very unsatisfactory % % 64/66 97.% 2 3.%.%.% number of responses 66 No response given 8 (52+12)/66 = 97.% of patients who used the PTS when attending the Hinchingbrooke Health Care NHS Trust between the 23 rd to the 31 st of October 214 described the service received as being either satisfactory or very satisfactory. No patients described the service received as being either unsatisfactory or very unsatisfactory. 8 patients did not respond to this question. Page 9 of 18

11 Percentage Bar chart illustrating the results of Q16: 1% 9% 8% 7% 6% 5% 4% 3% 2% 1% % Overall, how would you describe the service you received from the Patient Transport Service? Very satisfactory Satisfactory Fairly satisfactory Satisfaction Unsatisfactory Very unsatisfactory Q17 Based on your recent experience, would you recommend the Patient Transport Service to a friend or relative? Extremely likely Likely Neither likely nor unlikely Unlikely Extremely unlikely % % 2 3.% 1 1.5%.% number of responses 67 Don t know No response given 7 The Friends and Family Test score is calculated by using the proportion of patients who would strongly recommend minus those who would not recommend, or who are indifferent. (Subtracting the proportion of respondents who provided neither likely nor unlikely, unlikely and extremely unlikely responses from the proportion of patients who provided extremely likely responses). The Friends and Family Test score for the time period from the 23 rd to the 31 st of October 214 for the EEAST s PTS for patients who attended the Hinchingbrooke Health Care NHS Trust is +76. Page 1 of 18

12 Percentage Bar chart illustrating the results of Q17: 1% 9% 8% 7% 6% 5% 4% 3% 2% 1% % Based on your recent experience, would you recommend the Patient Transport Service to a friend or relative? Extremely likely Likely Neither likely nor unlikely Recommendation Unlikely Extremely unlikely Additional comments made by the patients: Survey Patient Number Positive comments 31 All satisfactory ok. 91 Your service is super. Keep it up. 194 The transport went so well and without a hitch, it would not been improved. 144 Service very good 6 All drivers helpful and the ambulance men - wonderful can't praise enough. 26 I have used the service many times since 27 and on all times have friends or efficient and the various members of staff I have met have been friendly and helpful. Of all the times we have had transport, all your members of staff have always been good, 78 helpful and explained to me what they are doing and said their names in my home as well as when I am in the ambulance and have no problem with your staff ever. Having used the Patient Transport Service many times in the past year, I feel I would have 127 to ask my wife to write many letters of thanks for this service, for which we are very grateful. 95 The service has been fine and I am grateful for it. 51 Service was wonderful. Thank you. 125 You have improved a lot according to the way I have been taken to hospital and back home. Thank you so much, 1 stars. God bless all of you. My mother suffers from dementia and lives at a care home. She had a fall on Thursday 28 th October at 9pm. I received a call from the care home to say that as she had hit her head 97 and they have called for an ambulance. My wife and I went straight to A&E at Hinchingbrooke and met her there. The ambulance man was excellent, he comforted my mother and gave us an idea of her condition when checked in. We have only praise for the ambulance service and would like to thank them for their professionalism. My mother has used the Patient Transport Service on more than one occasion and has 12 always been extremely happy and satisfied with the service provided. The ambulance men have always been polite and the vehicle clean. 23 The service I found to be very satisfactory. 57 I would like to say a big thank you to the drivers who were very helpful for the way they transported me to the hospital and very kind the way they ask if I required any help into Page 11 of 18

13 their cars. Also very polite to me and my wife who came with me. Thank you very much for a very good service. Survey Patient Number Mixed / Neutral comments I am the patient's Granddaughter and wasn't aware that my nan was being discharged from hospital until hospital transport phoned from the ward asking if I could be at my nan's in half an hour. When I have a toddler and my partner had just had an operation, the answer to that question was no. I gave them the key safe number. I had a slight problem when appointment finished, the telephone at the hospital would not connect to you, but the gentleman at reception rang for me. You could ring the patient (customer) and confirm the hospital booked the car and told me when it would be there (within a 2 hour time) so I was waiting a long time. But they always arrived, so a very good service. Thank you. When transport turned up on the 24 th October it was a taxi and the man did not tell me he was my transport until I asked him as I was a bit doubtful. Transport back home was good and it was by ambulance. All the staff that I have come across were brilliant, had a laugh with some of them. They should be more open with their names though. But overall they were fantastic. Thank you for helping me. The only thing that bothers me is although your time and date is booked sometimes well in advance, come the pickup day you sit waiting and wondering if they 'are' coming which is quite stressful, it would be such a relief if on your pickup day the driver or someone could ring and say they are on the way. Otherwise, I find all drivers and staff who book for me, very, very good at their jobs. Survey Patient Number Negative comments 33 ½ hour of the waiting time for return journey was taken up by not being able to get through to transport to tell them I was ready for home. 38 I wouldn't have used by personal choice. Transport pre-booked by hospital / GP. 29 The driver was very abrupt and when he arrived he was late with no apology. Also my doctor informed you that I could not sit in the back seat of a car as I could not bend my left leg. I was told by the driver I had to sit in the back (one of the other passenger moved into the rear without driver s help.) Page 12 of 18

14 Equality and Diversity Information Gender Gender Male % Female % 57 Do not wish to declare Did not answer 17 Age Age Range 43 to 95 years Mean 76 years Median 77 years Mode 65 years 58 Do not wish to declare 1 Did not answer 15 Ethnicity Ethnicity White British % Ethnic Minority 5 8.2% 61 Do not wish to declare Did not answer 13 Page 13 of 18

15 Religion or Belief Religion or Belief Christian % Hindu 1 1.8% Jewish.% Muslim.% Sikh.% Buddhist.% None % Other 2 3.5% 57 Do not wish to declare 1 Did not answer 16 Of the 2 patients who responded other in answer to this question; 1 patient advised that their religion or belief was C of E and 1 patient advised that they were a spiritualist. Sexual Orientation Sexual Orientation Lesbian.% Gay.% Heterosexual 33 1.% Bisexual.% 33 Do not wish to declare 5 Did not answer 36 Page 14 of 18

16 Disability (All answer types are listed, some multiple answers) Disability I do not have a disability 7 1.9% Physical Impairment % Sensory Impairment 4 6.3% Long Standing Condition % Learning Disability 2 3.1% Mental Health Disorder 3 4.7% Other 6 9.4% 64 Do not wish to declare 2 Did not answer 29 The below comments were received from patients who answered other when responding to this question: Glaucoma. (Patient ) Asthmatic. (Patient ) Can't walk far. (Patient ) Mobility. (Patient ) 5 major replacements, heart condition amongst a few! (Patient ) Rheumatoid arthritis last 3 days. (Patient ) Are you married or in a civil partnership? (All answer types are listed, some multiple answers) Married or civil partnership Yes, I am married or in a civil partnership No, I am not married or in a civil partnership Other % % % 67 Do not wish to declare Did not answer 15 Of the 23 patients who answered other in response to this question, 22 patients advised that they had been widowed and 1 patient answered that they were divorced. Page 15 of 18

17 Are you currently pregnant or have had a child within the last 12 months? (All answer types are listed, some multiple answers) Pregnancy No, I am not pregnant No, I do not have a child under 12 months old Yes, I am currently pregnant % %.%.% Yes, I have a child under 12 months old 47 Do not wish to declare 1 Did not answer 38 Are you or have you been undergoing gender reassignment? Gender reassignment No, I am not or have not 43 undergone gender 1.% reassignment Yes, I am or have undergone gender reassignment.% 43 Do not wish to declare Did not answer 31 Impact on the service received Impact on the service received Impact on Service No % Yes, in a positive way 1 2.3% Yes, in a negative way.% 43 Did not answer patients felt the service they received was not affected by any of the above strands of diversity. 1 patient felt that the service they received was affected in a positive way but no patients felt that the service they received was affected in a negative way. 31 patients did not answer this question. Page 16 of 18

18 The below comments were also received in relation to this question: I am a married male. (Patient ) Of all the staff I have met and don't think it matters what sex or gender you are, they always treat you with respect. (Patient ) Excellent service as always. (Patient ) I find my transport staff are more than helpful. When they collect and very helpful, which helps cheer up the journey, where worry at appointments at what result I get. Thank all the ladies and men who come to pick me up. I am more than grateful. (Patient ) Aftercare Following this survey, 3 letters of appreciation were received along with 1 letter which contained additional comments. 1 survey containing comments of concern was also received, which was passed the Patient Services team for further investigation. In addition to the above, 1 questionnaire was also returned incomplete as the patient advised that they had not used the service. Any correspondence received was passed to the Patient Services team for further action as appropriate. Page 17 of 18

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