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
www.eastamb.nhs.uk
#WeAreEEAST*
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.
3 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
#WeAreEEAST*
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.
4 EEAST: PTS Cambridgeshire
April to June 2021, Q1
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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.’
5 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
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.
6 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
#WeAreEEAST
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.
7 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
#WeAreEEAST
Patient number
Month Comments received
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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April to June 2021, Q1
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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
#WeAreEEAST
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.
9 EEAST: PTS Cambridgeshire
April to June 2021, Q1
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==tl .. .1. ■
■
■
■
■
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.
10 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
I
I
I I I
, ■
~
■
■
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?
#WeAreEEAST
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.
11 EEAST: PTS Cambridgeshire
April to June 2021, Q1
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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
#WeAreEEAST
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.’
12 EEAST: PTS Cambridgeshire
April to June 2021, Q1
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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.
13 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
How would you describe the attitude of the staff?
■ ■ ■
0.0%9.4%
90.6%
Excellent Good Poor
#WeAreEEAST
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.
14 EEAST: PTS Cambridgeshire
April to June 2021, Q1
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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?
#WeAreEEAST
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.
15 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
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)
16 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
Please tell us about anything that we could have done better:
#WeAreEEAST
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.
17 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
#WeAreEEAST
Patient number
Month Comments received
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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April to June 2021, Q1
www.eastamb.nhs.uk
■ ■ ■ ■
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
#WeAreEEAST
Equality and Diversity Information
Age
What age are you?
Gender
What best describes your gender?
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April to June 2021, Q1
www.eastamb.nhs.uk
■ ■
25.0%
75.0%
Christian None
#WeAreEEAST
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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April to June 2021, Q1
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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
#WeAreEEAST
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)
21 EEAST: PTS Cambridgeshire
April to June 2021, Q1
www.eastamb.nhs.uk
■ ■ ■
42.9%35.7%
21.4%
Yes No Widow
#WeAreEEAST
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.
22 EEAST: PTS Cambridgeshire
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www.eastamb.nhs.uk