Non-Emergency Patient
Transport Service
Commissioner Perspective
Claire Strawbridge
Head of Contracts and Performance
NHS Hull
15th June 2011
Contents
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Background
Public Engagement
Priorities
Eligibility Screening
Information Leaflet
Quality Standards
Monitoring Quality
Background
• NHS Hull and NHS East Riding planned to tender all PTS in
2010/2011
• An independent Impact Assessment indicated that there MAY
be risks to the ambulance emergency response reliance if YAS
lost the PTS provision
• Commissioners decided to implement a managed change
process and contract with YAS for all PTS requirements of Hull
and East Riding communities
Public Engagement
• Joint public engagement with NHS East Riding February
to July 2010
• Aims:
• Understand local needs
• Inform quality standards and monitoring systems
• Inform eligibility criteria
• Develop service specifications that meet community’s
needs
How did we reach people?
• Information to Overview
and Scrutiny
Committees
• Letters to local MPs
• Local Involvement
Network
• North Bank Forum
• Hull CVS
• Local Media
• Diverse groups/HANA
• NHS Hull Members
• Local Healthcare
Providers
• Hull Carer’s Centre
• Hull Libraries
• GPs
• RNIB
• Hull City Council
Responses
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643 responses received
40% responses from patients
31% of Reponses from members of the public
45% of responders had used the service in last 12 months
The full report can be found at:
http://www.eastridingofyorkshire.nhs.uk/templates/Page.a
spx?id=5828
Engagement Outcome
Praise
towards
the PTS
crews
Comfort
of the
vehicle
Cheerful
staff
Positive
feedback
Felt safe
whilst on
the
vehicle
Treated
with
dignity
Engagement Outcome – Priorities
Improve Call
Handling
Ensure
patients arrive
on time for
their
appointment
Promote
eligibility and
PTS
alternatives
Priorities
Ensure used
by people that
have a
medical need
Reduce waits
after
appointments
Communicate
changes,
delays and
expected time
of collection
to patients
Eligibility
• PTS is designed for people whose health would suffer if they travelled
by other means
• Normally a healthcare professional assesses eligibility before booking
• Unique locally – patients can book their own transport
• Dilutes the service when too many people use it
• Need to give the service back to those it was originally designed for
• Not a cost cutting exercise – efficiencies are to lead to increased
quality
• Criteria developed in public focus groups
• Decided ALL renal dialysis patients are eligible in first instance
• Will be reviewed
Eligibility
Does the patient need physical or
emotional support to travel?
How does the patient normally
get out and about?
Does the patient have a friend
or relative who could assist?
Escort Eligibility
Under 16 years
old
Needs constant
attention
Sight, hearing or
speech
impairment
At risk or
vulnerable if
travelling alone
Physical or mental
health problems
that prevent
travelling alone
Communication
difficulties
Chaperone for
cultural or religious
reasons
Information Leaflet
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What is PTS?
Who is PTS designed for?
Why is it designed for those that have a medical need?
How to book PTS
When can an escort travel?
Other travel options, such as taxis, buses, community
transport
• Healthcare Travel Cost Scheme
Quality Standards
Ensure patients
arrive on time for
their appointment
• <5% arrive 31 to 60 mins late
• 0% more than 60 mins late
<5% arrive 31 to 60 mins late
0% more than 60 minutes late
14.00%
14.00%
12.00%
12.00%
10.00%
10.00%
8.00%
8.00%
6.00%
6.00%
4.00%
4.00%
2.00%
2.00%
0.00%
0.00%
Actual (%)
Target (%)
Actual (%)
Target (%)
Reduce waits after
appointments
• 90% patients collected within 60 mins of
booked ready time
• 0% wait more than 60 mins
90% collected within 60 mins
of booked ready time
0% wait more that 60 mins
35.00%
30.00%
30.00%
25.00%
25.00%
20.00%
20.00%
15.00%
15.00%
10.00%
10.00%
5.00%
5.00%
0.00%
0.00%
Actual (%)
Target (%)
Actual (%)
Target (%)
Improve Call Handling – Calls should be
answered within 5 minutes
Average Answer
Delay
• 48 seconds
Maximum Answer
Delay
• 26 minutes
Abandoned Calls
• 9%
Maximum
abandoned delay
• 51 minutes
Monitoring Quality
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Monthly Quality Reports
Quality Review Group bi-monthly
Priority Patient Working Group
PTS User Group, facilitated by Hull and East Yorkshire
hospitals
• If YAS are likely to breach quality standards, it is their
responsibility to facilitate alternative transport to ensure
healthcare services and patient experience are not adversely
affected.
• 6 months to show demonstrable improvement or NHS Hull and
NHS East Riding will seek an alternative provider
ANY QUESTIONS?