Non-emergency Patient Transport Services. North West Ambulance Service NHS Trust

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1 Non-emergency Patient Transport Services North West Ambulance Service NHS Trust

2 Our Vision Delivering the right care at the right time and in the right place.

3 Our Focus Quality Performance Finance

4 Delivery of Patient Transport Services North West Ambulance Service NHS Trust (NWAS) has been awarded the contracts to deliver these services in the following counties: Cheshire Cumbria Lancashire Merseyside Duration of contract is 3 years (1 April March 2016). The Manchester Contract has been awarded to Arriva Transport Solutions Ltd (Arriva) and our goal is to work in partnership with Arriva to achieve a seamless transfer of care for the start of and throughout the contract.

5 Patient Transport Services Transportation of patients attending Treatment Centres for nonemergency appointments Service is for eligible patients and escorts - eligibility is assessed as those patients who meet specific criteria and includes: Patients with a medical need Patients with specialist needs Escorts for patients under 16 and those with learning difficulties. The service is commissioned by NHS Blackpool on behalf of all commissioners in the North West.

6 Overview of the new contract A modernised service to provide an improved patient experience Transport provided to all eligible patients to accommodate appointments between 8am and 6pm (Monday to Friday excluding Bank Holidays) An enhanced priority service (EPS) and escalation procedure for haemodialysis and cancer patients Transport for haemodialysis patients for appointments up to 7.30pm with collection up until 1am (Monday to Saturday including Bank Holidays) Transport for cancer patients Monday to Friday to include Bank Holidays Improved Quality Standards and assurance processes

7 Improvement and changes for patients Enforcement of eligibility criteria High availability and easy to use on-line booking systems (NWAS will offer training support programmes) New freephone telephone numbers (Standard and EPS) Flexible service with a range of transport providers Signposting information service for those patients who are not eligible for transport Appointment reminder and next patient notification service New standard operating framework for all NWAS providers Extended Booking Centre service - Standard: 7.30am to 6.30pm Monday Friday and EPS: 6am to 1am Monday - Saturday.

8 Core Quality Standards KPI Old New Contact centre opening Telephone answering Patient time on vehicle Appointment time Collection time 40% of calls within 30 seconds 75% on vehicle less than one hour 60% arriving no more than 45 minutes early or 15 minutes late for appointment 95% collected within 90 minutes of patients being ready Monday to Friday (excluding bank holidays) 7.30am to 6.30pm 75% of calls within 20 seconds 80% on vehicle for less than one hour 90% arriving no more than 45 minutes early or 15 minutes late for appointment 90% collected within 90 minutes of scheduled collection or readiness notification time

9 Contact centre opening Enhanced Quality Standards (Haemodialysis and Cancer Patients) KPI Old New Monday to Saturday (including bank holidays) 6am to 1am Telephone answering As per standard service 75% of calls within 20 seconds Patient time on vehicle Appointment time As per standard service As per standard service 85% on vehicle for less than 40 minutes 90% arriving within 30 minutes of their appointment time Collection time As per standard service 85% of patients collected within 60 minutes of their scheduled collection or readiness notification time

10 The NWAS Patient Charter A new Patient Charter developed in partnership with all stakeholders to help define what both patients and stakeholders can expect from us and what we can expect from them.

11 Patient Charter What we will provide patients: A timely, comfortable service, suitable for the needs of the patient Professional, qualitative care, delivered with dignity and empathy Clean, well equipped vehicles benefitting from the latest technology Information about their booking including reminders and updates A listening and responsive service if things go wrong

12 Patient Charter What we would ask of patients: Give up-to-date information regarding patient condition and needs at time of booking Provide an update if appointments or circumstances change Be ready to travel at the estimated collection time and dress appropriately for the journey Be aware other patients may travel on the same vehicle and respect other religions and cultures Provide feedback so we can continue to improve our service.

13 Informing the public Communications and engagement strategy for stakeholders and the public including: Patient information leaflet Published patient charter Face-to-face meetings Messaging through the media Latest information via a dedicated microsite for PTS ( PTS pts@nwas.nhs.uk

14 What happens next? Information to be cascaded by you using: This presentation The briefing paper and FAQs/Answers Your website/newsletters, signposting to: Your networks Feedback provided to us: Your specific needs and issues e.g. training in the use of the web based booking system please use

15 Any questions?