patient transport service (pts) patient experience report

Patient Transport Service Cambridgeshire CCG April to June 2021

r~1:kj East of England

Ambulance Service NHS Trust

#WeAreEEAST

Patient Transport Service Patient Experience Report

Author: Tessa Medler, Patient Experience Facilitator

Report Period: April to June 2021

Date of Report: November 2021

EEAST: PTS Cambridgeshire CCG

April to June, Q1

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Summary

Introduction

Due the COVID-19 pandemic, the East of England Ambulance Service NHS Trust (EEAST) has

ceased the routine undertaking of patient experience postal surveys. However, the Patient

Transport Service (PTS) survey has remained available on the Trust’s public website, enabling

patients to feedback on their experiences at any time.

The objective of the PTS survey is to establish patient satisfaction, to involve patients in the

healthcare and service received and to monitor the quality of the care and service provided

by the Trust. Listening to patient feedback enables the Trust to identify what is working well

but also to highlight areas for service improvement.

This report summarises the results of the PTS experience survey for patients who used the

service in the Cambridgeshire CCG area during April to June 2021.

Sample

The PTS online survey is undertaken by way of a self-selected sample and is available to

complete via EEAST’s public website. A random sample of PTS patients is also collated each

month (approximately 100 patients who have used transport within the Cambridgeshire

area), with these patients posted an invitation to feedback letter.

Most patients complete the survey online, although paper versions of the questionnaire are

available if preferred. Any paper survey responses have been included within this report. It is

not possible to calculate the overall response rate for the online survey, as although the

number of invitation letters posted is recorded, it is not clear how many information cards

have been provided. Some surveys have also been completed by patients who found the

survey through alternative means.

2 EEAST: PTS Cambridgeshire

April to June 2021, Q1

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Methodology

The survey is available on the Trust’s public website for patients to complete at any time and has been promoted using various methods, such as via the Trust’s social media channels and

patient information cards (which include the web address and QR code to the survey). The

information cards have been distributed across the region and PTS staff have been asked to

provide these to patients following their contact with the service.

The Patient Survey Team also post invitation to feedback letters to a random sample of PTS

patients each month (obtained through Cleric and provided by the Trust’s Information Management Team). Patient samples are traced using the Demographic Batch Trace Service,

and any deceased patients are removed from the sample. The invitation letter provides a

unique reference number for the patient to enter upon completion of the survey, this enables

the survey results to be separated by contract area. Patients can also provide the first half of

their postcode if preferred. The contract area is recorded as unknown if this information is

unavailable

Conclusion

Overall, 93.9% of respondents who completed the PTS survey and had used the PTS within the Cambridgeshire CCG area during April to June 2021 rated the service received as either ‘good’ or ‘very good.’

Most respondents advised that their call had been answered ‘quickly’ (92.6%), with the booking system also rated highly. Respondents were satisfied with the length of time their journey took, with 82.1% of patients advising that they were ‘on time,’ or ‘early’ for their medical appointment. The majority of respondents (73.1%) recalled the wait for their return transport being between 0 to 60 minutes.

PTS staff were rated as ‘good or ‘excellent,’ with patients also advising that they were treated with dignity and respect. Positively, the communication between the PTS and the hospital/clinic was rated highly as being ‘good’ (44.4%) or ‘very good’ (51.9%).

The main themes to arise from this survey were overall positive in relation to punctuality, attitude and service provided by the staff.



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Results

Overall, 38 completed survey submissions were received from patients who had used the PTS

within the Cambridgeshire CCG area during Quarter 1: April (12), May (11), and June (15).

Due to the small number of survey submissions received, caution must be taken when

interpreting the results which may not be representative.

The results to the survey questions can be found below. Please note the percentages in the

below tables/charts do not include the patients who either did not respond to the question

or who were ‘unable to say.’ Some patients may also have provided multiple answers.

How did you hear about the survey?

All respondents advised that they had heard about the survey through the invitation to feedback letter.



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I • • •

Per

cen

tage

100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

Very good Good Neither

good nor poor

Poor Very poor Don't know

April 80.0% 20.0% 0.0% 0.0% 0.0% 0.0%

May 100.0% 0.0% 0.0% 0.0% 0.0% 0.0%

June 78.6% 7.1% 0.0% 7.1% 7.1% 0.0%

0%

Satisfaction

Overall, how was your experience of our service?

#WeAreEEAST

Overall, how was your experience of our service?

The Friends and Family Test (FFT) score is calculated in line with NHS England guidelines: providing the percentage of patients who responded that their experience of the service was either ‘good’ or ‘very good.’

Overall, 93.9% of respondents who answered the above question and had used the Trust’s PTS within the Cambridgeshire CCG area during April to June 2021 rated the service as being either ‘good’ or ‘very good.’



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Please can you tell us why you gave this answer?

#WeAreEEAST

Patient

number Month Comments received

1 April No problem with pick up but a little late with return.

2 April Very friendly staff, and not too much waiting time.

3 April I was collected by your service after a long wait following my

appointment. And was given excellent service.

4 April I was treated with care and efficiency.

5 April

The driver was very efficient picking me up from the ward and

transporting me to ambulance. Ensuring I was safe in the

wheelchair and driving me home. Taking me to the door and

ensuring I got safely in.

6 April Because my lift arrived very quickly, the lady was so helpful as I

needed a wheelchair to the car.

7 April

Ambulance arrived 1.40 pm. Appointment was for 2 pm at

Peterborough Hospital. Very short wait for return journey. All

crew members very pleasant.

9 April Service Very good, very caring.

10 April The staff here are very good they help me in ways I could not

get to Peterborough haemodialysis unit without them.

14 May Very cheerful, friendly crew. Excellent.

15 May

Arrived in good time to get to my appointment. Made sure they

dropped me in the easiest way to reach the clinic. I only waited

about 20 minutes for transport back home. Paramedics very

polite, helpful and caring.

17 May Driver competent & cheerful. V. Helpful on arrival home.



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Patient number

Month Comments received

18 May Collected in good time.

19 May The times I have had to use this service has always been very good. Always treated kindly and considerate.

20 May Because it was very good, staff very kind, nothing is too much trouble. Very good.

21 May Easy phone contact - friendly staff on the phone- excellent attitude of drivers.

24 June Because I got a good service.

25 June Courteous & very kind.

27 June

We received a notification of time of arrival (my mother was

the patient), which was accurate. The two staff who helped

her in were caring, understanding, patient and kind. Two very

sweet angels.

29 June I'm very satisfied with the service’s you do provide to me, on my out-patient appointments.

30 June Polite, friendly reassuring staff. Put me at ease transferring on

and off stretcher. Arrived at appointment on time.

31 June

Always given a booking reference number, usually contacted

the day before to make sure I’m going sometimes phoned just

before pick up to say how long and that is very helpful and I

would like that every time. Always on time for appointments

and usually not too long for return journey.

32 June Because it is true.

33 June Very good service all round and punctual.



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Patient number


35 June Collection on time, driver took me to reception for PET scan

and collected from same dept.

36 June Impressed by punctuality. Courtesy, good nature and

professionalism.

37 June

Because your paramedics could not do enough for me, they

made sure I had everything I needed and ensured I was safe

and settled in. If I had to give a no out of 10 I would give them

a 20.

Are you the patient?

Overall, 81.3% of the respondents advised that they were the patient. Examples of respondents who were not the patient included: ‘Wife,’ ‘son’ and ‘husband’.



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How quickly did we answer your call?

Were you clearly informed of the date and time of your transport booking?

Did the service staff introduce themselves?

--

Per

cen

tage

100.0%

80.0%

60.0%

40.0%

20.0%

April May June

Quickly 100.0% 100.0% 81.8%

It took a long time 0.0% 0.0% 9.1%

My call was not answered 0.0% 0.0% 9.1%

0.0%

Month

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How quickly did we answer your call?

Overall, 92.6% of respondents who answered the above question advised that their call had been answered ‘quickly.’

All respondents who answered the above question advised that they were clearly informed of the date and time of their transport booking. All patients who responded to the question also rated the booking system as either ‘good’ or ‘very good.’

All respondents who answered the above question recalled that the service staff did

introduce themselves. The remaining patients either did not respond or were unable to say.



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Pe

rcen

tage

April May June

Very early 0.0% 0.0% 0.0%

Early 33.3% 28.6% 16.7%

On time 44.4% 57.1% 66.7%

Late 11.1% 14.3% 8.3%

Very late 11.1% 0.0% 8.3%

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0%

100.0%

Month

How would you describe the length of time your journey took?

#WeAreEEAST

Overall, 90.3% of respondents who answered the above question rated the length of time

their journey took as being ‘good’, or ‘very good.’ The remaining patients responded, ‘neither good nor poor’, ‘very poor’ or ‘don’t know.’ Six respondents did not respond.

Did you arrive on time for your appointment?

Did you arrive on time for your appointment?

Overall, 82.1% of respondents who answered the above question advised that they were either ‘on time,’ or ‘early’ for their appointment.

If we were late, did we contact you?

Of the seven respondents who were able to answer this question; five respondents advised that they had been contacted and two respondents advised they had not been contacted if transport had been running late. The remaining patients either responded ‘not applicable’ or did not respond.



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I

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Over 60 minutes

45 to 60 minutes

30 to 45 minutes

15 to 30 minutes

0 to 15 minutes

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0%

0 to 15 minutes

15 to 30 minutes

30 to 45 minutes

45 to 60 minutes

Over 60 minutes

June 23.1% 23.1% 23.1% 7.7% 23.1%

May 20.0% 60.0% 20.0% 0.0% 0.0%

April 0.0% 37.5% 12.5% 0.0% 50.0%

How long did you have to wait for your return transport after your appointment?

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How long did you have to wait for your return transport after your appointment?

Overall, 73.1% of respondents who answered the above question had waited between 0 to

60 minutes for return transport. However, seven patients (26.9%) advised that had waited

over 60 minutes.



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How did you find the communication between the Patient Transport Service and the

hospital / clinic?

■ ■ ■

51.9%44.4%

3.7%

Very good Good Very poor

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How did you find the communication between the Patient Transport Service and the hospital/clinic?

Encouragingly, 96.3% of respondents who answered the above question rated the

communication between the PTS and the hospital/clinic as being either ‘good’ or ‘very good.’



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Pe

rcen

tage

100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0%

Very good

Good

Neither good nor

poor

Poor Very poor

Comfort of the vehicle 33.30% 46.70% 13.30% 6.70% 0.00%

Suitability of the vehicle 38.70% 48.40% 12.90% 0.00% 0.00%

Cleanliness of the vehicle 71.90% 28.10% 0.00% 0.00% 0.00%

0.0%

Satisfaction

How would you rate the following?

#WeAreEEAST

How would you rate the following:

All respondents who answered the above question rated the cleanliness of the vehicle as

‘good’ or ‘very good.’ The suitability of the vehicle was rated highly by most respondents

(87.1%). However, 12.9% of respondents rated the suitability of the vehicle as ‘neither good nor poor.’ 13.3% of respondents rated the vehicle comfort as ‘neither good nor poor,’ and two respondents (6.7%) described the comfort as ‘poor.’ The remaining patients were either ‘unable to say,’ or did not respond.



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How would you describe the attitude of the staff?

■ ■ ■

0.0%9.4%

90.6%

Excellent Good Poor

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How would you describe the attitude of staff?

Positively, all respondents who answered the above question rated the attitude of staff as being ‘good’ (9.4%) or ‘excellent’ (90.6%).

Did the service staff treat you with dignity and respect?

All respondents who answered the above question advised that they had ‘definitely’ been

treated with dignity and respect. The remaining patients were either ‘unable to say,’ or did

not respond.

Did the service staff drive safely?

All respondents who answered the above question advised that the service staff drove safely. The remaining patients were either ‘unable to say’ or did not respond.

Did the service staff offer assistance if required?

All respondents who answered the above question advised that the service staff had offered their assistance if required. The remaining patients were either ‘unable to say,’ ‘not required’ or did not respond.



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30.0% 40.0% 50.0%

Other

Could not attend

Relative, carer or friend

Taxi

Public transport

Mo

de

of

tran

spo

rt

60.0% 0.0% 10.0% 20.0%

Public transport

Taxi Relative, carer or friend

Could not attend

Other

Mode of transport 6.9% 13.8% 10.3% 48.3% 20.7%

Percentage

If you had not travelled with the ambulance service, how would you have travelled to

hospital?

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If you had not travelled with the ambulance service, how would you have travelled to hospital?

Various responses were provided in relation to how the patient would have travelled to hospital if transport had not been provided, with 48.3% of patients advising that they could not have attended their appointment.



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Did you use patient transport due to any of the following?

■ -■

[■

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

Poor public transport

Cost

Mobility problems

Distance

Parking

Other

Percentage

Re

spo

nse

Poor public transport

Cost Mobility

problems Distance Parking Other

Response 12.8% 2.6% 64.1% 10.3% 2.6% 7.7%

Did you use patient transport due to any of the following?

-

#WeAreEEAST

Overall, the majority of respondents advised that they had used patient transport due to their mobility (64.1%). Three respondents answered ‘other’ in response to this question.

The below comments were also received:

• “COPD and recovering from covid 19.” (Patient 1, April)

• “I had had a caudal injection and I am over 80, so have to take care afterwards.” (Patient 6, April)

• “Decision made by the hospital.” (Patient 14, May)



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Please tell us about anything that we could have done better:

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Patient

number Month Comments received

7 April I understand that hospital transport is in high demand so would not expect every trip to run exactly on time.

12 April The service was very good in everyway and you cannot

improve on perfection. Excellent.

15 May So pleased with the service you offer and so grateful.

21 May Let patients know 10-15 minutes before they are due to be

picked up.

25 June We couldn’t have asked for more.

27 June

My mother, although she has memory and recognition issues

was pleased with the kindness, understanding and

professionalism. I myself could not compliment them any

higher, truly exceptional.

29 June The Ambulance Service does enough to make me feel very

happy on every journey they make on my behalf .

30 June Nothing.

31 June

Not on June the 8th but on other days two possible problems.

One it was decided for the return journey to be by taxi from

the infusion clinic at Addenbrookes and I was directed to walk

from there to the main hospital entrance. I have transport

because of mobility issues and found that walk too far. The

second issue was when I waited longer so that they could take

another patient too we went to drop them first and my journey

time home was over an hour instead of 20 minutes. I have IBS

and irritable bladder and worry about long journeys.



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Patient number


34 June

Given a smaller window of waiting for the pick up from the

Care Home. Kept the Care Home informed when you were

running late. In an ideal world shortened the time of waiting

after the appointment, although I do realise that this is

probably difficult.

36 June Well done.

37 June

To be perfectly honest, nothing. Please show them my replies

as they are fantastic, instead of a thank you letter. Thank you

*name*



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7.1% 3.6% 10.7%

78.6%

55-64 years 65-74 years 75-84 years 85+ years

■ ■

43.3%

56.7%

Male Female

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Equality and Diversity Information

Age

What age are you?

Gender

What best describes your gender?



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25.0%

75.0%

Christian None

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Ethnic Group

All patients who completed the survey advised that their ethnic group was ‘White’.

Religion or Belief

What is your religion or belief?

Sexual Orientation

All patients who responded to this question advised that their sexual orientation was

‘heterosexual/straight.’



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Res

po

nse

Other

I do not have any disabilities

Physical impairment

Sensory impairment

Long standing condition

Learning disability

Mental health disorder

0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0%

Mental health

disorder

Learning disability

Long standing condition

Sensory impairment

Physical impairment

I do not have any

disabilities Other

Do you have any of the following disabilities?

0.0% 0.0% 32.6% 4.7% 32.6% 14.0% 16.3%

Percentage

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Disabilities

Do you have any of the following disabilities?

The below comments were also received:

• “Breathlessness.” (Patient 1, April) • “Damaged nerves at the base of my spine.” (Patient 6, April) • “I do not see or hear very well.” (Patient 12, April) • “Mobility problem.” (Patient 19, May) • “Balance, partially sighted.” (Patient 20, May) • “The start of Arthritis.” (Patient 24, June) • “Mobility.” (Patient 36, June)



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42.9%35.7%

21.4%

Yes No Widow

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Are you married or in a civil partnership?

Are you married or in a civil partnership?

Are you currently pregnant or have had a child within the last 12 months?

No patients advised that they were pregnant or had a child under 12 months old.

Aftercare

Following to this survey, any letters of appreciation or comments of concern were passed to the Patient Advice and Liaison Service (PALS) for logging and actioning as appropriate.



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patient transport service (pts) patient experience report

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