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

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

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

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

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

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

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 08.00 22.00 Mon - Sat Main - Out patients, Day Case, Home Visits General hours of operation for all Acute sites. 08.00 18.00 Mon - Fri Acute & Community Acute sites* Marked include Extended weekday hours 08.00 22.00 Mon - Fri Acute sites* Marked include weekend working 10.00 16.00 Sat - Sun Mental Health All listed Mental Health sites 08.00 18.00 Mon - Fri

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%

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%

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 650 724 707 766 641 646 789 823 948 910 737 888 % 72% 71% 73% 70% 71% 68% 70% 69% 72% 70% 72% 70% Count 256 290 260 333 268 300 346 370 363 389 293 376 % 28% 29% 27% 30% 29% 32% 30% 31% 28% 30% 28% 30% Count 30 30 33 57 44 49 60 50 68 85 85 70 % 65% 51% 60% 58% 65% 53% 61% 53% 67% 72% 76% 61% Count 16 29 22 42 24 44 38 45 34 33 27 45 % 35% 49% 40% 42% 35% 47% 39% 47% 33% 28% 24% 39% Count 234 284 272 299 293 299 313 318 324 307 303 299 % 74% 76% 73% 73% 78% 77% 77% 78% 75% 75% 77% 78% Count 82 91 101 109 82 87 91 90 109 104 89 85 % 26% 24% 27% 27% 22% 23% 23% 22% 25% 25% 23% 22% Count 250 270 280 271 208 179 227 249 327 288 230 309 % 80% 78% 83% 76% 72% 69% 74% 72% 79% 74% 74% 79% Count 62 77 58 87 81 80 79 95 85 100 79 84 % 20% 22% 17% 24% 28% 31% 26% 28% 21% 26% 26% 21% Count 66 77 101 91 0 93 % 63% 70% 78% 68% 0% 0% Count 38 33 29 43 0 37 % 37% 30% 22% 32% 0% 0% Count 2 5 9 12 6 7 % 10% 25% 45% 39% 46% 26% Count 18 15 11 19 7 20 % 90% 75% 55% 61% 54% 74%

KPI Current Level of Performance 2014/5

NEPT Lincolnshire s Eligibility Criteria

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.

Eligibility 345 patient refused transportation throughout March 2015 3% 6% 16% Mobility Allowance 11% No Assistance Required No Medical Reason No Medical Reason - Return journey booked 64% Patient has own Vehicle

NSL Escalation Process

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

Quality Reporting Area Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Total YTD Actual Activity 15970 13354 14743 14710 13638 13573 14119 12891 14280 13145 140423 Abortive Journeys 624 564 670 741 662 766 758 624 665 594 6668 Complaints 2 1 1 1 4 1 5 1 2 4 22 Compliments 13 6 4 2 6 4 2 4 3 1 45 Concerns 21 15 13 10 15 8 4 5 6 2 99

Thank you Questions?