NSL LINCOLNSHIRE HEALTHWATCH PRESENTATION Ambulance NHS Trust Provision of Non- Emergency Patient Transport

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1 NSL LINCOLNSHIRE HEALTHWATCH PRESENTATION Ambulance NHS Trust Provision of Non- Emergency Patient Transport

2 Agenda An introduction to NSL Lincolnshire Contractual Service KPI s & Current Performance Eligibility Criteria Operational Resources Quality Reporting & Patient Experience Questions

3 Who are NSL? NSL Limited are one of the UK s leading providers of outsourced services to the public sector. We work with over 60 authorities and government agencies in the UK, employing around 5,000 people. Our extensive portfolio covers the complete urban management landscape and includes five divisions: Enforcement solutions Business processing Passenger Transport Non Emergency Patient Transport Consultancy Services

4 NSL provide the provision of Non-Emergency Patient Transport to: NSH Lincolnshire West CCG NHS Lincolnshire East CCG NHS South Lincolnshire CCG NHS South West Lincolnshire CCG

5 NEPT Lincolnshire s Main Acute Hospitals Within the area of Lincolnshire there are 9 main acute hospitals: Hospital Lincoln County Hospital Pilgrim Hospital Grantham & District Hospital Louth County Hospital Johnson Community Hospital Skegness & District General Hospital John Coupland Hospital, Gainsborough Peterborough City Hospital (from July 2014) Stamford & Rutland Hospital (from July 2014) Service Acute & Renal Acute, Community & Mental Health Acute & Community Acute & Community Acute, Community & Mental Health Acute & Community Acute & Mental Health Acute & Community Acute & Community

6 NEPT Lincolnshire s Contractual Hours of Operation NSL provide a 24/7 operation throughout Lincolnshire however below are the contractual hours of operation: Renal Patients - Out patients, Day Case Renal Unit Lincoln County Hospital Mon - Sat Main - Out patients, Day Case, Home Visits General hours of operation for all Acute sites Mon - Fri Acute & Community Acute sites* Marked include Extended weekday hours Mon - Fri Acute sites* Marked include weekend working Sat - Sun Mental Health All listed Mental Health sites Mon - Fri

7 NEPT Lincolnshire s KPI Targets KPI 1 - Arrival Time Year 3 Year 4 Year 5 A Patients will arrive prior to their appointment time and no more than 6% of patients will arrive more than 60 minutes in advance of their appointment time. A Service Improvement Plan will be implemented to reduce the 6%. 90% 93% 95% B Patients will not arrive later than 30 minutes after their appointment time 98% 98% 98%

8 NEPT Lincolnshire s KPI Targets KPI 31 - Departure Time Year 3 Year 4 Year 5 A B C/D E F Outpatients shall be collected within 60 minutes of requested/agreed transport zone/time Outpatients shall be collected within 90 minutes of requested/agreed transport zone/time Booked Discharges shall be collected within 90 minutes of booked collection time. On the Day Discharges shall be collected within 120 minutes of requested/agreed transport zone/time On the Day Discharges shall be collected within 150 minutes of requested/agreed transport zone/time 92% 94% 96% 98% 98% 98% 95% 98% 98% 95% 95% 95% 98% 98% 98%

9 KPI 3 Pre booked VS On the Day Discharges by Hospital Apr May June July Aug Sep Oct Nov Dec Jan Feb Mar ALL LINCOLNSHIRE GRANTHAM & DISTRICT HOSPITAL LINCOLN COUNTY HOSPITAL PILGRIM HOSPITAL PETERBOROUGH CITY HOSPITAL STAMFORD AND RUTLAND HOSPITAL On the Day Pre-booked On the Day Pre-booked On the Day Pre-booked On the Day Pre-booked On the Day Pre-booked On the Day Pre-booked Count % 72% 71% 73% 70% 71% 68% 70% 69% 72% 70% 72% 70% Count % 28% 29% 27% 30% 29% 32% 30% 31% 28% 30% 28% 30% Count % 65% 51% 60% 58% 65% 53% 61% 53% 67% 72% 76% 61% Count % 35% 49% 40% 42% 35% 47% 39% 47% 33% 28% 24% 39% Count % 74% 76% 73% 73% 78% 77% 77% 78% 75% 75% 77% 78% Count % 26% 24% 27% 27% 22% 23% 23% 22% 25% 25% 23% 22% Count % 80% 78% 83% 76% 72% 69% 74% 72% 79% 74% 74% 79% Count % 20% 22% 17% 24% 28% 31% 26% 28% 21% 26% 26% 21% Count % 63% 70% 78% 68% 0% 0% Count % 37% 30% 22% 32% 0% 0% Count % 10% 25% 45% 39% 46% 26% Count % 90% 75% 55% 61% 54% 74%

10 KPI Current Level of Performance 2014/5

11 NEPT Lincolnshire s Eligibility Criteria

12 Eligibility Process for none eligible patients CSR s will escalate patients who are not eligible to TL/ Supervisor to explain eligibility. If the patient requires further escalation the patient will be referred to Lincolnshire s OSM s. The OSM s will discuss eligibility further and either decline or approve transport if necessary and advise the patient further (such as VCS). An eligibility log will be kept to highlight patients who have been escalated.

13 Eligibility 345 patient refused transportation throughout March % 6% 16% Mobility Allowance 11% No Assistance Required No Medical Reason No Medical Reason - Return journey booked 64% Patient has own Vehicle

14 NSL Escalation Process

15 Lincolnshire's Operational Resources Throughout Lincolnshire we have: 171 Fully Trained Ambulance Care Assistance 120 Voluntary Car Drivers A Fleet of 57 Vehicles 24/7 transport service

16 Quality Reporting Area Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Total YTD Actual Activity Abortive Journeys Complaints Compliments Concerns

17 Thank you Questions?

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