South Central Ambulance Service (SCAS) NHS Foundation Trust

South Central Ambulance Service (SCAS)

NHS Foundation Trust

Non-Emergency Patient Transport Services

(NEPTS)

for

NHS Fareham and Gosport CCG (Contracting Authority) NHS Isle of Wight CCG

NHS North Hampshire CCG NHS Portsmouth CCG NHS Southampton City CCG NHS South Eastern Hampshire CCG

NHS West Hampshire CCG

Presentation Team

 Paul Stevens– Assistant Director Commercial

Services

 Stacey Warren– Business Manager PTS

Agenda

 Introduction to SCAS

 Hampshire NEPTS Contract

 Communications

 Fleet, Mobility Classes

 Summary, Q & A

Last year (April 2013-March 2014) we…

…responded to (in person or via our clinical support desks)

579,430 calls – that’s more than 1 response every minute

of every day, all year round

…answered 873,657 calls through the NHS111

non-emergency service

 Main provider in South Central region

 Over 350 Care Assistants, Team Leaders and

Managers

 Over 70 contact centre staff in Bicester and Otterbourne

 Permanent online patient experience survey in place

Hampshire NEPTS Contracts

 Lot 1 Call Handling, Call Management Service (CHCMS)

– Call Handlers, Online Booking

 Lot 2 Transport Operations

– Fleet – Dispatch

 Portsmouth & Southampton PTS & Hampshire Renal, Repatriations, IOW and National  2016 Hampshire Hospitals, Basingstoke & Winchester

 Phase one activity approx. 305,000 including escorts and aborts  Phase two activity approx. 378,000 including escorts and aborts

Hours of Operations

• All services are available seven days a week, including bank holidays, during the following hours;

• 06:00 – 22:00 Outpatient appointments, admissions to and discharges from hospital

• 06:00 – 23:00 Renal patients attending dialysis at Queen

Alexandra Hospital, Portsmouth, or one of its six satellite sites • 08:00 – 18:00 Repatriation of patients registered with a GP in

Contact Centre

 Contact Centre Operational 0630-2300, On line Service available 24/ 7

 Separate Cancellation Line for patients

 All journeys with the exception of Renal Patients attending Renal appointments eligibility tested

 All calls that are not answered within 60 seconds to automatically route to an answer phone

 All answer phone messages to be responded to within 30 minutes during operating hours ( if message left outside of operating hours, message must be responded to in first 30 minutes of opening the Contact Centre)

Eligibility Criteria

 Based on National Criteria;

http://www.dh.gov.uk/en/Publications/PublicationsPolicyAndGuidanc e/DH078373.

 Only available for patients with a clear and genuine medical need  Not applied to Renal patients for Renal transport

 Online & Contact Centre Question Set

– Inform of eligibility or ineligibility

– Sign post to alternative transport options

Transport Operations

 Core PTS Hubs – Winchester and Eastleigh Resource Centre & Portsmouth main.  Satellites - Gosport, Totton, Basingstoke, Andover, and Havant.

 Shifts covering - 0500-0100, seven days a week, 365 days a year

 Key Changes

 Auto Dispatch and Planning

 GRS – Rostering System & Rota’s

 “Book Ready” before dispatching of a vehicle

 Contract Provision – movements in and around commissioning area.  Throughput times for Clinics set up as requested

 GP Newsletters

 How to book SCAS PTS  NEPTS Mobility Guide  Online Booking Guide  Renal Unit Leaflet  GP Surgery Leaflet

 Service Status Updates

 Cars x 20

 Wheelchair Accessible Vehicles x 47  Stretchers x 33  Bariatric x 5  Support vehicles x 1  24/7 Fleet Support

Fleet

Vehicle Crew Type Descript ion

W

[Walker] Vehicle of any sort. Minimal assistance required.

SC

[Single Crew]

1 Crew, Ambulance Care Assistant. No attendant required. Patient can transfer to a seat on the ambulance.

TIC1

[Travel in chair with single crew]

1 Crew, Ambulance Care Assistant. No attendant required. Patient requires to travel in a wheelchair. Please state if patient is Travel in own chair or Requires crew chair. For patients travelling in electric wheelchair please select Electric wheelchair under Travel requirements.

TIC2

[Travel in chair with double crew]

2 Crew, Ambulance Care Assistants. Attendant required in back of resource to administer oxygen, etc. Please state if patient is Travel in own chair or Requires crew chair. For patients travelling in electric wheelchair please select Electric wheelchair under Travel requirements.

DC

[Double crew]

2 Crew, Ambulance Care Assistants. Attendant required in back of resource to administer oxygen, etc.

STR

[Stretcher] 2 Crew, Ambulance Care Assistants. Stretcher required.

SCAS NON-EMERGENCY PATIENT TRANSPORT SERVICE - MOBILITY GUIDE

South Central Ambulance Service

Contract Live 01/10/14

 Software/Telephony Issues

 Booking data inaccuracies, missed appointments  Bookings incorrect information

 Incorrect Mobility=Incorrect Transport

• Transport Risk Assessments not in place

 Working closely with service users/Commissioners through any issue

 Enhanced reporting/monitoring

Contract Live 01/10/14

 Recruitment drive for Volunteers/ACA’s in Portsmouth area

 7922 calls taken in first two weeks  (avg 565 per day)

 22301 Journeys up to 24/10/14  (avg 929 per day)

 187 Operational Colleagues

 37 Contact Centre Staff South (Virtual call centre setup)  Online 24/7 Booking system

Service Updates

 We will continue to update on progress and any

changes to the NEPTS Service provision in

Hampshire.

- www.southcentralambulanceservice.nhs.uk

 We also welcome your individual questions,

innovations and concerns that you may have, these

can be emailed to the following email address and will

be treated in confidence.

“Our patient transport businesses are a strategically important part of our organisation. We are fully committed to ensure that, working

alongside our commissioners, we deliver excellent services which represent real value for money, are designed to support the local environment and meet the needs of patients and stakeholders alike.”