Agenda item - NHS Patient Transport: Update

skip navigation and tools

Agenda item

NHS Patient Transport: Update

Minutes:

20.1    John Child, Brighton & Hove CCG; Sally Smith and Alan Beasley, High Wealds & Lewes Haven CCG; and Michael Clayton, Coperforma, introduced the report. It was highlighted that it was an update report and the data showed that the service was improving. A summary of actions since the last Committee were outlined, including: additional call handling capacity in the demand centres to improve resilience; and additional transport capacity and new providers introduced into the Sussex service to improve inbound and outbound performance. It was agreed that the presentation would be circulated to Members.

 

20.2    In response to the Healthwatch representative it was noted that it could be difficult to get through to the contact centre at certain times of the day. However, performance was improving and additional staff had been rotated for the busier times. It was added that since the last Committee an individual line for staff to contact the centre had been trialled and this had made a positive impact.

 

 

20.3    It was explained to Councillor Moonan that approximately 42 complaints per day were being received in the initial weeks of the contract, but that this had subsequently been reduced to approximately two per day.

 

20.4    In response to Councillor Taylor, members were told that there was a learning group reviewing the customer feedback and it was explained that online tools were being used more to improve the storage of feedback that was received.

 

20.5    In response to Councillor Allen, Mr Beasley explained that it was important to set a key performance indicator to improve the inbound time to narrow the window of patients arriving and departing. It was highlighted that the report stated that patients should not arrive earlier than 40 minutes before their appointment. It was added that there 100% of patients were collected within 45 minutes of their appointment and 95% were collected within 30 minutes.

 

20.6    In response to Councillor Peltzer Dunn, it was explained that abandoned calls were monitored and that performance had improved. It was agreed that these figures would be included in a future report.

 

20.7    The Committee agreed that an update report would be presented at the Health Overview & Scrutiny Committee in October 2016.

 

20.8    RESOLVED – That the Committee agreed to note the report.

 

Supporting documents:

 


Brighton & Hove City Council | Hove Town Hall | Hove | BN3 3BQ | Tel: (01273) 290000 | Mail: info@brighton-hove.gov.uk | how to find us | comments & complaints