Patient Transport Service Patient Experience Report: Hinchingbrooke Health Care NHS Trust Author: Tessa Medler, Patient Experience Facilitator Sophie Ogle-Rush, Patient Experience Facilitator Data Period: 2 nd to 9 th May 26 Date of Report: June 26
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 who attended the Hinchingbrooke Health Care NHS Trust during the 2 nd to 9 th May 26. 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 attended the Hinchingbrooke Health Care NHS Trust during the period from the 2 nd to 9 th May 26 and had used the PTS provided by the EEAST. 69 questionnaires were sent to a random sample of patients who were asked to provide feedback on the service provided. 7 responses were received, which equates to a 4.4% 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. Patient questionnaires for patients who have used the PTS when attending the Hinchingbrooke Health Care NHS Trust are sent out to a sample of patients on a quarterly basis. Conclusion Overall, 95.2% of patients who responded to this survey and had used the PTS when attending the Hinchingbrooke Health Care NHS Trust during the 2 nd to 9 th May 26 described the service received as being either satisfactory or very satisfactory. 96.9% of patients also answered that they would either be likely or extremely likely to recommend the service to a friend or a relative. Page 2 of 7
Results Section Q Whose views are being reported in this questionnaire? The view of the patient The view of someone acting on behalf of the patient 64 (94.%) 4 (5.9%) Key Performance Indicator (KPI) 57/6 (95.%) 2/2 number of responses 68 62 No response given 2 7 Q2 Were you clearly informed of the date and time of your transport booking? Yes No 62 (94.%) 4 (6.%) number of responses 66 Unable to say 4 No response given Q3 How satisfied were you with the accessibility of the booking system? Very satisfied Satisfied Fairly satisfied Dissatisfied Very dissatisfied 43 (68.3%) 3 (2.6%) 5 number of responses 63 Unable to say 5 No response given 2 Page 3 of 7
Q4 Did you travel by ambulance or car service? (All answer types are listed, some multiple answers) Ambulance Car Service 42 (5.9%) 39 (48.%) number of responses 8 Unable to say No response given Q5 How satisfied were you with the length of time your journey took? Very satisfied Satisfied Fairly satisfied Dissatisfied Very dissatisfied 49 (7.%) 9 (27.5%) (.4%) number of responses 69 No response given Q6 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) 3 (4.3%) 33 (47.%) 28 (4.%) 5 (7.%) (.4%) number of responses 7 No response given 2 Please note that these answers are the patients perceptions and times have not been verified Page 4 of 7
Q7 If you were late, did anyone contact you to advise transport would be delayed? Yes No 6 (5%) 6 (5%) number of responses 2 Not applicable 33 No response given 25 Q8 How long did you have to wait for your return transport after your appointment? to 5 minutes 5 to 3 minutes 3 to 45 minutes 45 to 6 minutes Over 6 minutes 6 (25.%) 23 (35.9%) 5 (23.4%) 5 (7.8%) 5 (7.8%) number of responses 64 No response given 6 Q9 How would you describe the following? Q9a The comfort of the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable 56 (86.2%) 9 (3.8%) number of responses 65 Unable to say No response given 5 Page 5 of 7
Q9b The suitability of the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable 56 (88.9%) 7 (.%) number of responses 63 Unable to say No response given 7 Q9c The cleanliness inside the vehicle you travelled in? Acceptable Fairly acceptable Unacceptable 6 (95.2%) 2 (3.2%) (.6%) number of responses 63 Unable to say No response given 7 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 58 (87.9%) 4 (6.%) 4 (6.%) number of responses 66 Unable to say No response given 4 Page 6 of 7
Q How would you describe the attitude of the service staff you had contact with? Very professional A little improvement necessary Not professional 63 (95.5%) 3 (4.5%) number of responses 66 Unable to say No response given 4 Q2 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 64 (95.5%) 3 (4.5%) number of responses 67 Unable to say No response given 3 Q3 Did the service staff drive safely? Yes A little improvement necessary No 67 (.%) number of responses 67 Unable to say No response given 3 Page 7 of 7
Q4 Did the service staff offer assistance if required? Yes No Not required 58 (86.6%) 2 (3.%) 7 (.4%) number of responses 67 Unable to say No response given 3 Q5 Did the service staff respect your personal care and belongings? Yes No Not required 59 (88.%) 8 (.9%) number of responses 67 Unable to say No response given 3 Page 8 of 7
Q6 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 6 (9.%) 7 (.4%) (6.4%) 4 (2.9%) 27 (4.3%) 2 (3.%) number of responses 67 No response given 4 The below comments were received from patients who answered other in response to this question: Poor mobility. (Patient 32) I was in a wheelchair. (Patient 36) Page 9 of 7
Q7 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 8 (9.2%) 8 (9.2%) 5 (58.6%) 7 (8.%) 4 (4.6%) 9 (.3%) number of responses 87 No response given 3 Examples of comments received from patients who answered other in response to this question can be found below: Volunteer driver. (Patient 3) Relatives & friends on holiday. (Patient 23) Eyesight problems. (Patient 6) I have no car. (Patient 69) Broken leg which will not allow me to get in a car. (Patient 49) Overnight stay. (Patient 73) Eye surgery. (Patient 5) Old Age. (Patient 24) Could not drive due to eye treatment. (Patient 3) Page of 7
Section 2 Please tell us your overall views on the Patient Transport Service Q8 How would you describe the service you received from the Patient Transport Service in relation to your expectations? Exceeded my expectations 23 (35.9%) Met my expectations 34 (53.%) Reasonably met my expectations 5 (7.8%) Barely met my expectations (.6%) Did not meet my expectations (.6%) number of responses 64 No response given 6 Q9 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 45 (7.4%) 5 (23.8%) 6/63 (95.2%) 2 (3.2%) (.6%) number of responses 63 No response given 7 95.2% of patients who responded to the above question and had used the PTS when attending the Hinchingbrooke Health Care NHS Trust between the 2 nd to 9 th May 26 described the service received as being either satisfactory or very satisfactory. However, no patients rated the service they received as being unsatisfactory, but patient (.6%) rated the service received as being very unsatisfactory. 7 patients did not respond to this question. Page of 7
Percentage Bar chart illustrating the results of Q9: Overall, how would you describe the service you received from the Patient Transport Service? % 9% 8% 7% 6% 5% 4% 3% 2% % % Very Satisfactory Fairly Unsatisfactory Very satisfactory satisfactory unsatisfactory Satisfaction Q2 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 48 (75.%) 4 (2.9%) 2 (3.%) number of responses 64 No response given 6 NHS England guidelines now state that the FFT score should move away from a net promoter scoring system (Subtracting the proportion of respondents who provided neither likely nor unlikely, unlikely and extremely unlikely responses from the proportion of patients who provided extremely likely responses) and instead be replaced with the percentage of respondents that either would recommend/would not recommend the service (Recommend percentage = Extremely likely + Likely/ number of responses x, Not recommend percentage = Extremely unlikely + Unlikely/ number of responses x ) 96.9% of patients answered that they would either be likely or extremely likely to recommend the service to a friend or a relative. No patients responded that they would be unlikely or extremely unlikely to recommend the service. Page 2 of 7
Percentage Bar chart illustrating the results of Q2: Based on your recent experience, would you recommend the Patient Transport Service to a friend or a relative? % 9% 8% 7% 6% 5% 4% 3% 2% % % Likely Don t know Extremely likely Neither Unlikely likely nor unlikely Recommendation Extremely unlikely Additional comments made by patients: Survey Patient Number 22 3 Positive comments As of now I have been pleased with the treatment from the crew who took me to Hinchingbrooke hospital & looked after me as I had no other carer. Thank you very much, very appreciated. (I like to be as independent as possible). The usual means to get to Hinchingbrooke hospital is by volunteer drivers. When they do not have sufficient drivers available they use the ambulance. Whichever method they use they are always excellent and I have no complaints. 2 All is well could not better. 4 All was very professional. 32 You couldn t have done a better job. 69 79 It was very good considering we don t have to pay anything. Thank you very much; everything was fine even to go to Addenbrookes. I would just like to say that living in a rural area we are so lucky to have such an excellent service thank you. With many thanks. 8 In my experience everything was excellent. 8 Could not improve experience. 97 I don t see anything that the transport or staff could be improved. I ve been a patient for many years, and using the hospital transport, for the past few years. Have been excellent. I m happy with them, feel safe with them, and they certainly make sure I m comfortable. I m 86 years old, and I m so grateful for their care and help. Page 3 of 7
Survey Patient Mixed / Neutral comments Number 9 Cut down waiting time on return journey, over ½ hours much too long. Owing to my appointment being at 4pm I had great difficulty getting my transport home. I have excessive hearing problems so always ask reception to phone for my return journey, this was at 4.3pm at 5.5pm still no transport and desk phoned again for me and were told my transport was on its way. Phoned again at 5.3pm told transport (taxi) was coming 53 from Peterborough Why!! Couldn t one come from Huntingdon! So it was 6pm when taxi arrived, driver foreign didn t know his way, arrived in St Neots around 6.3pm. This is the afternoon appointment, in future I will only accept earlier appointments with transport. Mostly it is good. A phone with expected arrival time would help as we could be ready instead of keeping 9 transport staff waiting. 5 To be informed if transport expected to be late. Q3: on a previous trip (using a cab) was somewhat scary joining the A4 returning to Kimbolton. Q4: yes without asking! All staff on my trips have been very considerate and helpful. Some disparity exists 48 between pick up time provided (.5 hours) before appointment time and arrived time. However have never missed an appointment although I am told that in case of late arrival a patient will always be seen. There is no need to worry in case of late arrival at pick up time. 24 Used this service many times, service is very good, recruit more drivers. Survey Patient Number Negative comments 72 More communication between hospital and transport service. Survey Patient Number 99 Patient comments received not relating to the Patient Transport Service Make sure patients have the right phone number for contact; it s very poor at Hinchingbrooke hospital. This maybe the hospitals fault!! Page 4 of 7
Equality and Diversity Information Gender Gender Male 8 (36.7%) Female 3 (63.3%) 49 Do not wish to declare Did not answer 2 Age Age Range 5 to 97 years Mean 79 years Median 82 years Mode 86 years 49 Do not wish to declare Did not answer 2 Ethnicity White British Ethnicity Ethnic Minority 47 (95.9%) 2 (4.%) 49 Do not wish to declare Did not answer 2 Page 5 of 7
Religion or Belief Religion or Belief Christian 37 (77.%) Hindu Jewish (2.%) Muslim Sikh Buddhist None 9 (8.8%) Other (2.%) 48 Do not wish to declare Did not answer 2 Of the patient who answered other in response to this question they advised that their religion or belief was Jehovah Witness. Sexual Orientation Sexual Orientation Lesbian Gay Heterosexual 3 (.%) Bisexual 3 Do not wish to declare 3 Did not answer 36 Page 6 of 7
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 5 25 5 9 6 7 68 Do not wish to declare 2 Did not answer 2 Examples of comments received from patients who answered other in response to this question can be found below: Balance. (Patient 3) Hip replacements. (Patient 4) MD. (Patient 6) Diabetic. (Patient 8) Cancer. (Patient 43) Limited walking. (Patient 78) Frail old age. (Patient 24) 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 2 (4.8%) 8 (36.7%) (22.4%) 49 Do not wish to declare Did not answer 2 Of the patients who responded other in answer to this question; patients answered that they had been widowed and patient advised that they were divorced. Page 7 of 7
Are you currently pregnant or have had a child within the last 2 months? (All answer types are listed, some multiple answers) Pregnancy 24 No, I am not pregnant No, I do not have a child under 2 months old Yes, I am currently pregnant (68.6%) (3.4%) Yes, I have a child under 2 months old 35 Do not wish to declare Did not answer 44 Are you or have you been undergoing gender reassignment? Gender reassignment No, I am not or have not undergone gender reassignment 26 (.%) Yes, I am or have undergone gender reassignment 26 Do not wish to declare Did not answer 43 Impact on the service received No Impact on Service Yes, in a positive way Yes, in a negative way 27 (.%) 27 Did not answer 43 27 patients felt the service they received was not affected by any of the aforementioned strands of diversity. No 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. 43 patients did not answer this question. The below comment was also received in relation to this question: All Wonderful! (Patient 4) Page 8 of 7
Aftercare Following this survey, letter of appreciation was received; along with questionnaire containing negative comments was also received. All correspondence received, along with any surveys which included negative or comments of concern were passed to the Patient Experience team for further action as appropriate. Page 9 of 7