Patient Experience Report: NHS Cambridgeshire and Peterborough CCG Health Care NHS Trust

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1 Patient Experience Report: NHS Cambridgeshire and Peterborough CCG Health Care NHS Trust Author: Tessa Medler, Patient Experience Facilitator Report Period: November 17 Date of Report: January 18

2 Results for November 17 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 within the Cambridgeshire and Peterborough CCG area who had used the PTS during the 1 st to 7 th November 17. The objective of the 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 used the PTS in the Cambridgeshire and Peterborough CCG area during the period from the 1 st to 7 th November questionnaires were sent to a random sample of patients who were asked to provide feedback on the service provided. 65 responses were received, which equates to a 1.8% 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 patient experience cover letter, a translation and patient information sheet along with a freepost envelope were sent to each patient within the sample. PTS surveys for patients within Cambridgeshire and Peterborough CCG area are sent out to a sample of patients on a quarterly basis. Conclusion Overall, 89.8% of patients who responded to the above question and had used the PTS in the Cambridgeshire and Peterborough CCG area between the 1 st to the 7 th November 17 described the service received as being either satisfactory or very satisfactory. 93.7% of patients also answered that they would either be likely or extremely likely to recommend the service to a friend or a relative. Page 1 of

3 Results Q1 How likely are you to recommend the Patient Transport Service to friends and family if they needed similar care or treatment? Extremely likely Likely Neither likely nor unlikely Unlikely Extremely unlikely Don t know 44 (69.8%) 15 (3.8%) (3.%) (3.%) number of responses 63 No response given The Friends and Family Test score is calculated following NHS England guidelines, providing the percentage of respondents that either would recommend/would not recommend the service (recommend percentage = extremely likely + likely responses / total number of responses x 1, not recommend percentage = extremely unlikely + unlikely responses / total number of responses x 1). 59 patients (93.7%) who responded to the above question advised that they would either be likely or extremely likely to recommend the service to a friend or a relative. However, patients (3.%) responded that they would either be unlikely or extremely unlikely to provide a recommendation. Page of

4 Bar chart illustrating the results of Q1: Q Whose views are being reported in this questionnaire? The view of the patient The view of someone acting on behalf of the patient 54 (91.5%) 5 (8.5%) Key Performance Indicator (KPI) 45/51 (88.%) 4/4 (1%) number of responses No response given 6 4 The Key Performance Indicator (KPI) is used as a method of calculating the overall satisfaction of the patient in relation to the service they have received. The KPI result is calculated by dividing the proportion of very satisfactory and satisfactory responses (numerator) by the overall number of responses (denominator), multiplied by 1. Page 3 of

5 Q3 How best describes how quickly we answered the telephone? Almost immediately Fairly quickly It took longer than I would have expected Waited so long I put the telephone down 4 (4.9%) 9 (51.8%) 3 (5.4%) number of responses 56 No response given 9 Q4 Did you feel the questions asked in relation to your eligibility for patient transport were appropriate? Yes No 54 (98.%) 1 (1.8%) number of responses 55 Unable to say 1 No response given 9 Q5 Were you clearly informed of the date and time of your transport booking? Yes No 56 (98.%) 1 (1.8%) number of responses 57 Unable to say 1 No response given 7 Page 4 of

6 Q6 How satisfied were you with the accessibility of the booking system? Very satisfied Satisfied Fairly satisfied Dissatisfied Very dissatisfied 39 (7.%) 1 (.%) (3.7%) 1 (1.9%) number of responses 54 Unable to say 1 No response given 1 Q7 How satisfied were you with the length of time your journey took? Very satisfied Satisfied Fairly satisfied Dissatisfied Very dissatisfied 31 (51.7%) 3 (38.3%) 3 (5.%) 1 (1.7%) (3.3%) number of responses 6 No response given 5 Page 5 of

7 Q8 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 (7.9%) 15 (3.8%) 3 (5.8%) 9 (14.3%) (3.%) number of responses 63 No response given 4 Please note that these answers are the patients perceptions and times have not been verified. Q9 If you were late, did anyone contact you to advise transport would be delayed? Yes No 7 (36.8%) 1 (63.%) number of responses 19 Not applicable 31 No response given 15 Q1 How long did you have to wait for your return transport after your appointment? (All answer types are listed, some multiple answers) to 15 minutes 15 to 3 minutes 3 to 45 minutes 45 to 6 minutes Over 6 minutes Page 6 of 9 (14.1%) 18 (8.1%) 1 (15.6%) 8 (1.5%) 19 (9.7%) number of responses 64 No response given 5

8 Q11 How would you describe the following? Q11a The comfort of the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable 51 (83.6%) 8 (13.1%) (3.3%) number of responses 61 Unable to say No response given Q11b The suitability of the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable 51 (87.9%) 7 (1.1%) number of responses 58 Unable to say 3 No response given 4 Q11c The cleanliness inside the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable 57 (95.%) 3 (5.%) number of responses 6 Unable to say 1 No response given 4 Page 7 of

9 Q1 Did the service staff introduce themselves to you? Yes Yes, but I would have liked them to introduce themselves to a greater extent No 5 (89.7%) 4 (6.9%) (3.4%) number of responses 58 Unable to say 3 No response given 4 Q13 How would you describe the attitude of the service staff you had contact with? Very professional A little improvement necessary Not professional 57 (91.9%) 5 (8.1%) number of responses 6 Unable to say 1 No response given Q14 Did the service staff treat you with dignity and respect? Yes, definitely 58 (95.1%) Yes, to some extent (3.3%) No, I was not treated with dignity and respect 1 (1.6%) number of responses 61 Unable to say No response given 4 Page 8 of

10 Q15 Did the service staff drive safely? Yes A little improvement necessary No 59 (98.3%) 1 (1.7%) number of responses 6 Unable to say No response given 3 Q16 Did the service staff offer assistance if required? Yes No Not required 56 (93.3%) 4 (6.7%) number of responses 6 Unable to say 3 No response given Q17 If you had not travelled with the ambulance service how would you have travelled to hospital? Public transport Private car Taxi Relative, carer or friend Could not attend Other Page 9 of 3 (5.5%) 4 (7.3%) 8 (14.5%) 9 (16.4%) 8 (5.9%) 3 (5.5%) number of responses 55 No response given 1

11 The below comments were received from patients who answered other in response to this question: Would not be able to go. (Patient 149) Scooter when younger. (Patient 9) Needed a wheelchair. (Patient 63) Q18 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 9 (11.5%) 7 (8.8%) 45 (57.7%) 6 (7.7%) 4 (5.1%) 7 (9.%) number of responses 78 No response given 8 Examples of comments received from patients who answered other in response to this question can be found below: Non-driver. (Patient 69) Advised at the time not to drive by DVLA. (Patient 55) Breathing. (Patient 35) Not allowed to drive. (Patient 117) Had treatment daily. (Patient 5) Mental health. (Patient 11) Old age. (Patient 9) Page 1 of

12 Please tell us your overall views on the Patient Transport Service Q19 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 39 (66.1%) 14 (3.7%) 53/59 (89.8%) 3 (5.1%) 1 (1.7%) (3.4%) number of responses 59 No response given % of patients who responded to the above question and had used the PTS within the Cambridgeshire and Peterborough CCG area between the 1 st to the 7 th November 17 described the service received as being either satisfactory or very satisfactory. However, one patient (1.7%) rated the service they received as being unsatisfactory and two patients (3.4%) rated the service they received as being very unsatisfactory. Six patients did not respond to this question. Bar chart illustrating the results of Q19: Page 11 of

13 Additional comments made by patients: Survey Patient Positive comments Number 61 Could not have wished for a better service, the driver was wonderful. This particular journey was with one of the few remaining volunteer drivers (name). I have travelled with him on many occasions and one key thing that enhances the 55 experience of travelling with him is that he calls the day before a)double check that the appointment is still valid and b) give a more accurate pickup time. This makes a huge difference! - plus it avoids time and fuel wastage. All the staff are wonderful, that includes telephone answerers. I ve met quite a few of the 35 ambulance crew, they are great. They work so hard and they are always cheerful and that helps us. Thank them all. I don't know how your services can be improved, as it s not the fault of your drivers as the A14 from Huntingdon to Cambridge it s always at a standstill. That is causes delays 5 to get to my appointment a bit late. They are widening the road which will take a long time. Plus I wish to say if husband had not got transport he could not get to his appointment. Car/Ambulance drivers sometimes telephone ahead to advise anticipated pick up time. This is very helpful but as it is not a requirement I find I have to be ready two hours ahead, which can turn out not have been necessary. This comment refers to the hospital 8 bound not to the return home time. The problem i have with this survey is that there is no way of splitting the answer between home - hospital and hospital to home. When asked re comfort speed etc. when in fact on this occasion was by car to hospital but by ambulance on the return. 18 I was very happy with the help I got thank you very much. 63 Everyone was extremely kind & attentive & I could not have wished better care. 151 No improvement needed. 91 Service is excellent and nothing could have improved experience. Survey Patient Mixed / Neutral comments Number 15 It would be helpful within the hour what time I am being picked up. Sometimes a driver will ring to say he will be arriving at 11.1 very useful. Even better if 1 he were to ring at 11. that he would be picking me up at about 1.5. Time to have a bowlful of soup or a stroll in the garden. On this particular day we arrived at the appointment on time, which is actually quite unusual. I frequently use hospital transport - about 5 times this year & well over half I arrived at late. Sometimes not being picked up until my appointment time & the journey time is 1¼ hr. at Radiotherapy they are very very accommodating but one time I was ¾ 8 hr late for a pre op appointment & they weren t very happy at all. Volunteer car drivers tend to get me there on time whereas ambulance car drivers tend to be late as they have to come from Cambridge. I often have to wait for transport, have once for over 4 hours! This is no reflection on the drivers who have all been excellent but on the planning of the routes. 5 Deliver the service in a more timely manner. Shorter delay in being picked up after appointment. I do realise it is difficult but last week I waited 1hr 4mins which meant I was late for dentist appointment. But I really am grateful for the service you provide. Thank you. The only way to improve the service is to make sure the rota is done so that no one is left waiting for long. As on two occasions I had to wait for up to 4 minutes. This wasn't the 11 ambulance drivers fault but the fault of the person who arranges the rota. They must allocate enough time for the drivers to pick up and drop off. Page 1 of

14 98 I do not think this survey applies to me this time as my cardio classes were booked by the team weekly. I have a few problems with a couple of dates 17th Oct - 31st Oct and 7th Nov- transport showing up at my home at.55pm & 3.1pm for a class that starts at 3pm sharp. So hence I cancelled them when they turned up. When I phoned the office number for Peterborough they told me the ambulances were on route that was ¾ hour, the funny thing is your people phoned me on the Monday before telling me that I was to be picked up by pm &.3pm - these classes are very important to me. Usually the service has been very good. Survey Patient Negative comments Number Always a long wait to get home. We have to be patient because other patients are 3 having treatment and it takes time. 45 Transport arrangement requires definite overhaul. 149 Not having to wait three hours for transport home. 14 Transport arrived ten minutes before my appointment was due to begin. I understand that you have recently withdrawn the ability to return 4 hour monitoring 17 equipment to the hospital which will cause me a problem later this month. I have used the service regularly over the past few months, only once have I got to the hospital for my appointment time. I have suffered a stroke and cannot get into a car and therefore rely on patient transport to get me to my appointments on time. This they have 191 failed to do on one occasion the consultant had gone home. Being asked to be ready hrs before my appointment time & then waiting transport back home, I regularly spend all day getting up, getting dressed waiting for transport & getting home again is both frustrating & does nothing for my health. Page 13 of

15 Equality and Diversity Information Gender Gender Male 18 (36.7%) Female 31 (63.3%) 49 Do not wish to declare Did not answer 16 Age Age Range 41 to 96 years Mean 71 years Median 73 years Mode 73 years 49 Do not wish to declare 1 Did not answer 15 Page 14 of

16 Ethnicity White British White Irish Ethnicity Any other White background Mixed White and Black Caribbean Mixed White and Black African White and Black Asian Any other mixed background Asian Indian Asian Pakistani Asian Bangladeshi Any other Asian background Black Caribbean Black African Any other Black background Chinese Any other ethnic group 47 (95.9%) 1 (.%) 1 (.%) 49 Do not wish to declare Did not answer 16 Page 15 of

17 Religion or Belief Religion or Belief Christian 39 (88.6%) Hindu Jewish Muslim Sikh Buddhist None 5 (11.4%) Other 5 49 Do not wish to declare 1 Did not answer 15 The comments received from the five patients who answered other in response to this question can be found below: Church of England. (Patient 5) C of E. (Patient 5) National spiritualist. (Patient 45) JW. (Patient 149) Bahai. (Patient 3) Page 16 of

18 Sexual Orientation Sexual Orientation Lesbian Gay Heterosexual Bisexual Other 1 (5.%) 19 (95.%) Do not wish to declare 7 Did not answer 38 Disability (All answer types are listed, some multiple answers) Disability I do not have a disability Physical Impairment Sensory Impairment Long Standing Condition Learning Disability Mental Health Disorder Other 3 (4.8%) 19 (3.%) 3 (4.8%) 3 (36.5%) (3.%) 6 (9.5%) 7 (11.1%) 63 Do not wish to declare 4 Did not answer 19 Page 17 of

19 Examples of comments received from patients who answered other in response to this question can be found below: Hearing aids, arthritis. (Patient 61) Mobility, poor eyesight. (Patient 15) Vertigo attacks. (Patient 166) COPD. (Patient 5) Breathing. (Patient 117) Aortic aneurism. (Patient 45) Short term disability due to accident. (Patient 91) Are you married or in a civil partnership? (All answer types are listed, some multiple answers) Married or civil partnership Yes No Other 18 (36.%) 3 (46.%) 9 (18.%) 5 Do not wish to declare 1 Did not answer 17 Of the nine patients who responded other in answer to this question, eight patients advised that they had been widowed and one patient advised that they were divorced. Are you currently pregnant or have had a child within the last 1 months? (All answer types are listed, some multiple answers) Pregnancy No, I am not pregnant No, I do not have a child under 1 months old Yes, I am currently pregnant Yes, I have a child under 1 months old Page 18 of 33 (7.%) 14 (9.8%) 47 Do not wish to declare 1 Did not answer 8

20 Do you now, or have you ever considered yourself to be transgender? Yes No Gender reassignment 43 (1%) 43 Do not wish to declare 1 Did not answer 1 Did you require any of the following information in a different format to assist you with access to the service? Format I did not require a different format Braille British Sign Language (BSL) Interpreter Browse aloud (website) Deafblind advocate Deafblind Interpreter Easy Read Large Print Page magnification (website) Text only web page (including ability to change colours) Text only web page (including ability to change font size) Text re-sizing (Website) 4 (1%) 4 Do not wish to declare 1 Did not answer 4 Page 19 of

21 Impact on the service received No Impact on Service Yes, in a positive way Yes, in a negative way 35 (94.6%) (5.4%) 37 Did not answer 8 35 patients felt the service they received was not affected by any of the aforementioned strands of diversity. Two patients felt that the service they received was affected in a positive way and no patients felt that the service they received was affected in a negative way. 8 patients did not answer this question. The below comments were also received in relation to this question: No affect. (Patient 79) The service I received was very wonderful; I would recommend it to everyone. (Patient 18) Aftercare Following this survey, one letter of appreciation was received along with one survey containing comments of concern were received in relation to the survey. Any correspondence or comments of concern received were passed to the Patient Experience team (Bedford) for further action as appropriate. Page of

Patient Experience Report: Patient Transport Service NHS South Essex CCG

Patient Experience Report: Patient Transport Service NHS South Essex CCG Author: Tessa Medler, Patient Experience Facilitator Rebecca Aldous, Patient Experience Assistant Report Period: st to the 8 th