Over the last 2 years we, and local Healthwatch in Sussex, have been speaking with patients about their experiences of using non-emergency Patient Transport Services (PTS).
On the 28th February 2018, our latest report was presented to The Brighton and Hove Health Overview and Scrutiny Committee (HOSC), which has a remit to scrutinise social care and education issues relating to both adults and children in the city.
Our latest report indicates that patient satisfaction with PTS services has finally started to improve. We are pleased to report that satisfaction levels increased by 10%, up from 75% in May 2017 to 85% by December 2017 across Sussex, and up 17% from 67% to 84% for patients interviewed by Healthwatch Brighton and Hove.
Issues of Concern
Three issues of concern to patients have remained unresolved since Healthwatch started to closely monitor patient experience of PTS in 2016:
- Unreliable service for some renal patients on Saturdays
- Transport failing to always meet mobility needs e.g. those using wheelchair and/or stretchers
- Inconsistent pick up and drop off arrangements, and a failure to keep patients advised of any changes.
Further Improvement Needed
Healthwatch considers that current PTS performance requires further improvement. Available data covering 2017-18 up to December revealed that:
- The Pre-Planned Discharges 60 mins performance was 73.5% against a threshold of 75% and a target of 80%. There has been a downward trend in the the 60 min performance indicator since September 2017 and this has fallen by 11% from April 2017 to December 2017.
- The Pre-Planned Discharges 90 min performance was 83.6%. There is no target as this is a ‘service indicator’. There has been a downward tread for the 90 min service indicator since September 2017, with a fall of 7.5% from April 2017 to December 2017.
- The Pre-Planned Discharges 120 min service delivery indicator has also seen a downward trend with a fall in performance of 8% from April 2017 to December 2017.
- Unplanned Discharges within 120 min performance was 75.5% against a threshold of 85% and a target of 90%.