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Presentation Team

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  1. South Central Ambulance Service (SCAS)NHS Foundation TrustNon-Emergency Patient Transport Services(NEPTS)for  NHS Fareham and Gosport CCG (Contracting Authority)NHS Isle of Wight CCGNHS North Hampshire CCGNHS Portsmouth CCGNHS Southampton City CCGNHS South Eastern Hampshire CCGNHS West Hampshire CCG

  2. Presentation Team • Paul Stevens– Assistant Director Commercial Services • Stacey Warren– Business Manager PTS Hampshire • Joanna Burke– Contact Centre Manager PTS

  3. Agenda • Introduction to SCAS • Hampshire NEPTS Contract • Communications • Fleet, Mobility Classes • Summary, Q & A

  4. 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 …carried out 678,583 non-emergency patient journeys

  5. Non-Emergency Patient Transport 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

  6. 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

  7. 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 Hampshire from elsewhere in England,Wales or Scotland

  8. 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)

  9. Eligibility Criteria • Based on National Criteria; http://www.dh.gov.uk/en/Publications/PublicationsPolicyAndGuidance/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 • Questions will be reviewed and updated to avoid familiarisation

  10. 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 • Wireless Delivered Technology (PDA)

  11. GP Newsletters • How to book SCAS PTS • NEPTS Mobility Guide • Online Booking Guide • Renal Unit Leaflet • GP Surgery Leaflet • Service Status Updates Communications

  12. Cars x 20 • Wheelchair Accessible Vehicles x 47 • Stretchers x 33 • Bariatric x 5 • Support vehicles x 1 • 24/7 Fleet Support Fleet

  13. 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 • Introducing Patient Forums, encourage feedback

  14. 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) • 11002 Journeys in first two weeks • (avg 785 per day) • 187 Operational Colleagues • 37 Contact Centre Staff South (Virtual call centre setup) • Online 24/7 Booking system • Patients unable to book direct

  15. 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. • PTSHantsQ&A@scas.nhs.uk

  16. “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.” Will Hancock. CEO South Central Ambulance Service NHS Foundation Trust

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