South Central Ambulance Service (SCAS) NHS Foundation Trust

Transcription

1 South Central Ambulance Service (SCAS) NHS Foundation Trust Non-Emergency Patient Transport Services (NEPTS) for NHS Fareham and Gosport CCG (Contracting Authority) NHS Isle of Wight CCG NHS North Hampshire CCG NHS Portsmouth CCG NHS Southampton City CCG NHS South Eastern Hampshire CCG NHS West Hampshire CCG

2 Presentation Team Paul Stevens Assistant Director Commercial Services Stacey Warren Business Manager PTS Hampshire

3 Agenda Introduction to SCAS Hampshire NEPTS Contract Communications Fleet, Mobility Classes Summary, Q & A

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5 Last year (April 2013-March 2014) we responded to (in person or via our clinical support desks) 579,430 calls that s more than 1 response every minute of every day, all year round answered 873,657 calls through the NHS111 nonemergency service carried out 678,583 non-emergency patient journeys

6 Non-Emergency Patient Transport Service Main provider in South Central region Over 350 Care Assistants, Team Leaders and Managers Over 70 contact centre staff in Bicester and Otterbourne Permanent online patient experience survey in place

7 Hampshire NEPTS Contracts Lot 1 Call Handling, Call Management Service (CHCMS) Call Handlers, Online Booking Lot 2 Transport Operations Fleet Dispatch Portsmouth & Southampton PTS & Hampshire Renal, Repatriations, IOW and National 2016 Hampshire Hospitals, Basingstoke & Winchester Phase one activity approx. 305,000 including escorts and aborts Phase two activity approx. 378,000 including escorts and aborts

8 Hours of Operations All services are available seven days a week, including bank holidays, during the following hours; 06:00 22:00 Outpatient appointments, admissions to and discharges from hospital 06:00 23:00 Renal patients attending dialysis at Queen Alexandra Hospital, Portsmouth, or one of its six satellite sites 08:00 18:00 Repatriation of patients registered with a GP in Hampshire from elsewhere in England,Wales or Scotland

9 Contact Centre Contact Centre Operational , On line Service available 24/ 7 Separate Cancellation Line for patients All journeys with the exception of Renal Patients attending Renal appointments eligibility tested All calls that are not answered within 60 seconds to automatically route to an answer phone All answer phone messages to be responded to within 30 minutes during operating hours ( if message left outside of operating hours, message must be responded to in first 30 minutes of opening the Contact Centre)

10 Eligibility Criteria Based on National Criteria; e/dh Only available for patients with a clear and genuine medical need Not applied to Renal patients for Renal transport Online & Contact Centre Question Set Inform of eligibility or ineligibility Sign post to alternative transport options Questions will be reviewed and updated to avoid familiarisation

11 Transport Operations Core PTS Hubs Winchester and Eastleigh Resource Centre & Portsmouth main. Satellites - Gosport, Totton, Basingstoke, Andover, and Havant. Shifts covering , seven days a week, 365 days a year Key Changes Auto Dispatch and Planning GRS Rostering System & Rota s Book Ready before dispatching of a vehicle Contract Provision movements in and around commissioning area. Throughput times for Clinics set up as requested Wireless Delivered Technology (PDA)

12 Communications GP Newsletters How to book SCAS PTS NEPTS Mobility Guide Online Booking Guide Renal Unit Leaflet GP Surgery Leaflet Service Status Updates

13 Fleet Cars x 20 Wheelchair Accessible Vehicles x 47 Stretchers x 33 Bariatric x 5 Support vehicles x 1 24/7 Fleet Support

14 South Central Ambulance Service NHS Foundation Trust SCAS NON-EMERGENCY PATIENT TRANSPORT SERVICE - MOBILITY GUIDE Vehicle Crew Type Descript ion W [Walker] Vehicle of any sort. Minimal assistance required. SC [Single Crew] 1 Crew, Ambulance Care Assistant. No attendant required. Patient can transfer to a seat on the ambulance. TIC1 [Travel in chair with single crew] TIC2 [Travel in chair with double crew] 1 Crew, Ambulance Care Assistant. No attendant required. Patient requires to travel in a wheelchair. Please state if patient is Travel in own chair or Requires crew chair. For patients travelling in electric wheelchair please select Electric wheelchair under Travel requirements. 2 Crew, Ambulance Care Assistants. Attendant required in back of resource to administer oxygen, etc. Please state if patient is Travel in own chair or Requires crew chair. For patients travelling in electric wheelchair please select Electric wheelchair under Travel requirements. DC [Double crew] 2 Crew, Ambulance Care Assistants. Attendant required in back of resource to administer oxygen, etc. STR [Stretcher] 2 Crew, Ambulance Care Assistants. Stretcher required.

15 Contract Live 01/10/14 Software/Telephony Issues Booking data inaccuracies, missed appointments Bookings incorrect information Incorrect Mobility=Incorrect Transport Transport Risk Assessments not in place Working closely with service users/commissioners through any issue Enhanced reporting/monitoring Introducing Patient Forums, encourage feedback

16 Contract Live 01/10/14 Recruitment drive for Volunteers/ACA s in Portsmouth area 7922 calls taken in first two weeks (avg 565 per day) Journeys up to 24/10/14 (avg 929 per day) 187 Operational Colleagues 37 Contact Centre Staff South (Virtual call centre setup) Online 24/7 Booking system Patients unable to book direct

17 Service Updates We will continue to update on progress and any changes to the NEPTS Service provision in Hampshire. - We also welcome your individual questions, innovations and concerns that you may have, these can be ed to the following address and will be treated in confidence. PTSHantsQ&[email protected]

18 Our patient transport businesses are a strategically important part of our organisation. We are fully committed to ensure that, working alongside our commissioners, we deliver excellent services which represent real value for money, are designed to support the local environment and meet the needs of patients and stakeholders alike. Will Hancock. CEO South Central Ambulance Service NHS Foundation Trust