Patient Transport Service Patient Experience Report: NHS Suffolk (West Suffolk CCG and Ipswich and East CCG contract)

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Tracey Cole
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contract) Author: Laura Mann, Patient Experience Analyst

1 Patient Transport Service Patient Experience Report: NHS Suffolk (West Suffolk CCG and Ipswich and East CCG contract) Author: Laura Mann, Patient Experience Analyst Report Period: st to 6 th October 27 Date of Report: January 28

2 Results for October 27 Summary Introduction This report summarises the results of the East of England Ambulance Service NHS Trust s Patient Transport Service (PTS) patient experience survey, for patients who had used the PTS within the NHS Suffolk area between the st to the 6 th of October 27. 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 used the PTS within the NHS Suffolk area between the st to the 6 th of October questionnaires were sent to a random sample of patients who were asked to provide feedback on the service received. 64 responses were returned, which equates to a 3.8% 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 covering letter, a translation and patient information sheet along with a freepost envelope, were sent to each patient within the sample. Questionnaires are sent out to a sample of patients within the NHS Suffolk area on a quarterly basis. Conclusion Overall, 98.2% of patients who responded to the survey and had used the PTS within the NHS Suffolk area during the st to the 6 th of October 27 described the service received as being either satisfactory or very satisfactory. All patients who responded to the Friends and Family Test question advised that they would either be likely or extremely likely to recommend the service to a friend or a relative. Page of 2

3 Section Q 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 Don t know % 9 5.5% number of responses 58 No response given 6 The FFT 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, not recommend percentage = extremely unlikely + unlikely responses / total number of responses x ). All patients 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. The below graph illustrates the results to Q: Page 2 of 2

4 Q2 Whose views are being reported in this questionnaire? Key Performance Indicator (KPI) The view of the patient 52 49/5 88.% 98.% The view of someone acting on behalf of the patient 7.9% 4/4 number of responses No response given 5 5 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). Q3 Were you clearly informed of the date and time of your transport booking? Yes No % 3 5.6% number of responses 54 Unable to say 2 No response given 8 Q4 How satisfied were you with the accessibility of the booking system? Very satisfied Satisfied Fairly satisfied Dissatisfied Very dissatisfied Page 3 of % 7 3.2% 4 7.5%.9%.9% number of responses 53 Unable to say 3 No response given 8

5 Q5 Did you travel by ambulance or car service? (All answer types are listed, some multiple answers) Ambulance Car Service % % number of responses 66 Unable to say No response given 5 Q6 How satisfied were you with the length of time your journey took? Very satisfied Satisfied Fairly satisfied Dissatisfied Very dissatisfied % 9.% 3 5.2% number of responses 58 No response given 6 Q7 Did you arrive on time for your appointment? Very early (over 6 minutes) Early (3 6 minutes) On time Late ( 6 minutes) Very late (over 6 minutes) Page 4 of % 7 34.% % 2.% number of responses 5 No response given 4

6 Please note that these answers are patients perceptions, times have not been verified. Q8 If you were late, did anyone contact you to advise transport would be delayed? Yes No % % number of responses 9 Not applicable 3 No response given 25 Q9 How long did you have to wait for your return transport after your appointment? (All answer types are listed, some multiple answers) to 5 minutes 5 to 3 minutes 3 to 45 minutes 45 to 6 minutes Over 6 minutes % 6 34.% 8 7.% 5.6% 4 8.5% number of responses 47 No response given 8 Page 5 of 2

7 Q How would you describe the following? Qa The comfort of the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable % 6.4% 2 3.3% number of responses 6 Unable to say No response given 3 Qb The suitability of the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable % 4 6.7% number of responses 6 Unable to say No response given 4 Qc The cleanliness inside the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable Page 6 of 2 6 number of responses 6 Unable to say No response given 4

8 Q Did the service staff introduce themselves to you? Yes Yes, but I would have liked them to introduce themselves to a greater extent No % 2 3.4% 2 3.4% number of responses 59 Unable to say No response given 4 Q2 How would you describe the attitude of the service staff you had contact with? Very professional A little improvement necessary Not professional %.6%.6% number of responses 6 Unable to say No response given 3 Q3 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 %.6% number of responses 6 Unable to say No response given 3 Page 7 of 2

9 Q4 Did the service staff drive safely? Yes A little improvement necessary No 6 number of responses 6 Unable to say No response given 3 Q5 Did the service staff offer assistance if required? Yes No Not required %.6% 2 3.3% number of responses 6 Unable to say No response given 3 Q6 Did the service staff respect your personal care and belongings? Yes No Not required % 4 6.6% number of responses 6 Unable to say No response given 3 Page 8 of 2

10 Q7 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 The below comments were received from patients who answered other in response to this question: Need wheelchair. (Patient 2) Hospital transport. (Patient 88) From hospital to home. (Patient 86) My wife had a commitment she could not break. (Patient 99) With difficulty. (Patient 4) Do not know. (Patient 2) Would have had to stay overnight beforehand. (Patient 64) 3 5.4% 7 2.5% 9.6% % number of responses 56 No response given 4 Page 9 of 2

11 Q8 Did you use patient transport due to any of the following? (All answer types are listed, some multiple answers) Poor public transport Cost of transport Mobility problems Distance Parking at hospital Other 5 6.6% 5 6.6% % 2 5.8% 4 5.3% 7 9.2% number of responses 76 No response given 2 The below comments were received from patients who answered other in response to this question: Carry oxygen. (Patient 99) Apnoea. (Patient 65) Too ill for public transport. No relative to take me. (Patient 37) Visual impairment. (Patient 33) Recommend not to drive - eye drops. (Patient 28) No parking, central London. (Patient 64) Breathing problems. (Patient 29) Page of 2

12 Section 2 Please tell us your overall views on the Patient Transport Service Q9 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 Barely met my expectations Did not meet my expectations 23 4.% %.8% number of responses 56 No response given 8 Q2 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 % 6.7% 55/ %.8% number of responses 56 No response given % of patients who responded to this question and had used the PTS within the NHS Suffolk area during the st to the 6 th of October 27 described the service received as being either satisfactory or very satisfactory. Page of 2

13 The below graph illustrates the results to Q2: Additional patient comments received: Patient Reference Number Positive comments 5 Very good and thoughtful. I can't praise the staff enough. 7 No improvement needed. I find that booking staff are extremely helpful and friendly. I find the drivers are equally 85 friendly and helpful at all times. Cannot fault service from start to finish. Excellent service and staff! 88 Very good. 89 No was satisfied with everything. 27 I was taken to A&E as an emergency patient and the journeys were fine. 74 Does not need to improve, they do a really good job with difficult people. 2 Very good - no improvement needed. 4 The service was and I don't think anyone should complain. Dear sirs. Your service has been very good and helpful, friendly and punctual. But at the age of years I do not feel able to deal with the questionnaire. I have to look after 5 myself - shopping and cooking - only help once a week for carpet cleaning. I hope you can gleam the information from a younger person - only to say it has been very good. The service you provided was excellent in every respect. It could not have been 7 improved. The appointment was at Papworth, and (name) who drove me there was thoroughly professional, kind friendly and courteous. 8 No improvement needed. 53 N/A Not possible. No way. We discussed politics i.e. put the country on a proper course, sport - sacked 6 heads of EUFA & FIFA i.e. Heads of football, plus good conversation and most importantly looked after me with all my ailments. Thank you so much. Page 2 of 2

14 Patient Reference Number Mixed/Neutral comments Very pleased with the overall service. Volunteer drivers sometimes come an hour too early which means an hour extra sat in wheelchair in hospital waiting. Otherwise really very good. Although I am very grateful for the transport provided for me, I have found the ambulance very uncomfortable to travel in, one can feel all the lumps along uneven lanes and roads, can be painful if one s just had an operation and get shook up, like when I had my breast cancer op earlier this year. One or two drivers tend to drive way too fast around the village back roads. But I do totally understand that a car is not always available. On one occasion I was refused transport back from the hospital, because I did not have foot rests on my chair. The driver offered no alternative solution. I appreciate he had rules to obey. I went with my husband to this appointment, driver was early and very pleasant. We arrived in plenty of time. We did have to wait coming home but ambulance crew very nice and we do understand how busy you are. Many thanks. I am unable to answer these questions properly as my husband travelled from hospital alone and he cannot say how it was owing to his dementia. I would like to say that I think that there should be a facility for the men and women to take the a sheets or blankets back, as this must also be a drain on the NHS if they are left each time a stretcher patient is taken home. Patient Reference Number Negative comments When waiting to return home we were 'fobbed off' by someone saying "It will be here in mins." It took a total of 4mins! 2/3rds of the waiting time went by before they said they needed the team to pick a patient to take home. The wait was an issue for me because my oxygen cylinder started to run out on the way back. The team member with us in the back managed to locate a full oxygen cylinder for me! On 3 rd October 27 the transport service was good, a taxi arrived to take me to hospital and a volunteer took me home. Trying to book transport on Tuesday th October was extremely bad! I telephoned East of England transport 3 times and held on for over hour. The only way I managed to book was through the receptionist on clinic appt. Firstly having recently waited for over an hour for the booking line to be answered, I would say this needs improving. Secondly I find the interrogation as to the circumstances why I need the service really unpleasant and degrading. I have an amputation of half of my left foot, Type diabetes, total kidney failure and unable to have a transplant. None of my conditions are going to improve so it would be greatly appreciated if I no longer had the regular interrogation to go through and this was referred to on my records. My wife has a problem with her vertebrae and the springing in the vehicle did nothing to mitigate the pain she was experiencing. Less time waiting for return journey. The last time (2//7) I waited more than 3 hours for returning home. Page 3 of 2

15 Equality and Diversity Information Gender Gender Male % Female % 44 Do not wish to declare Did not answer 2 Age Age Range 36 to 9 years Mean 77 years Median 79 years Mode 78 years (respondents) 44 Do not wish to declare 2 Did not answer 8 Page 4 of 2

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 Do not wish to declare Did not answer 2 Page 5 of 2

17 Religion or Belief Religion or Belief Christian % Hindu Jewish Muslim Sikh Buddhist 2.4% None 7 7.% Other 3 7.3% 4 Do not wish to declare 3 Did not answer 2 The below comments were received from the patients who responded other in answer to this question: Jedi. (Patient 86) C of E. (Patient 2) RC. (Patient 43) Sexual Orientation Sexual Orientation Lesbian Gay Heterosexual % Bisexual 3.% Other 3.% 32 Do not wish to declare Did not answer 22 Page 6 of 2

18 The below comments were also received from the patients who answered other in response to this question: I live alone. (Patient 35) Disability (All answer types are listed, some multiple answers) Disability I do not have a disability 2 3.3% Physical Impairment % Sensory Impairment 6 Long Standing Condition % Learning Disability.7% Mental Health Disorder 2 3.3% Other 2 3.3% 6 Do not wish to declare 5 Did not answer 22 The below comments were received from the patients who answered other in response to this question: R arthritis/blind in right eye/bronchiectasis with ongoing infection/pseudomonas angina. (Patient 99) Low light response. (Patient 28) 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 % % 8 7.4% 46 Do not wish to declare 2 Did not answer 2 Page 7 of 2

19 Of the 7 patients who answered other in response to this question, 7 patients advised that they had been widowed and patient responded that they were single. Are you currently pregnant or have had a child within the last 2 months? (All answer types are listed, some multiple answers) Pregnancy No, I am not pregnant No, I do not have a child under 2 months old Yes, I am currently pregnant % 2 6.5% Yes, I have a child under 2 months old 3 Do not wish to declare 2 Did not answer 33 Are you or have you been undergoing gender reassignment? Gender reassignment No, I am not or have not undergone gender reassignment Yes, I am or have undergone 36 gender reassignment 36 Do not wish to declare 3 Did not answer 25 Page 8 of 2

20 Did you require any of the following information in a different format to assist you with access to the service? (All answer types are listed, some multiple answers) 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) % 2 4.9% 2.4% 2.4% 4 Do not wish to declare 2 Did not answer 24 Impact on the service received Impact on Service No 36 9 Yes, in a positive way 4 Yes, in a negative way 4 Did not answer patients responded that the service they received was not affected by any of the aforementioned strands of diversity. 4 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. 24 patients did not answer this question. Page 9 of 2

21 The below comment was also received in relation to this question: Anything that gets rid of racism or any discrimination is a good thing! (Patient 85) Aftercare Following this survey, 4 letters of appreciation were received along with 4 surveys which contained comments of concern. These were passed to the Patient Experience Team (Bedford) for further action as appropriate. Page 2 of 2

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