Following an extensive procurement process involving a number of organisations across the region, the North West Ambulance Service (NWAS) NHS Trust has been awarded the contract for non-emergency Patient Transport Services (PTS) in Cumbria, Lancashire, Cheshire and Merseyside for three years from 1 April 2013.
Arriva Transport Solutions Limited (ATSL) won the contract for services in the Greater Manchester area.
The new contract focuses on the quality of service for all patients, highlighted in the Trust’s first Patient Transport Charter. An enhanced patient experience will be delivered through increased quality standards, particularly around the journey waiting and collection times, and a new workforce plan which will provide a flexible service that meets the needs of patients. A new operating model is being introduced, which will involve us working in co-operation with other providers, and full and consistent use of eligibility criteria will ensure those who need the service have access to it. Signposting information to other transport solutions will also be available for those who do not meet the eligibility criteria.
Service improvements will include the introduction of new freephone telephone numbers, communication of next patient journey notification to patients/carers and improvements to the online booking processes used by Healthcare Professionals. The latest mobile data systems will be employed to provide information on patient progress times. In addition, an enhanced service will be provided for regular users of the service; haemodialysis and cancer patients. Patient transport will be available for haemodialysis patients to cater for appointments up until 7.30pm and collection up until 1am. A revised escalation procedure will be implemented to assist when problems occur.
A Communications and Engagement Plan has been developed to provide a framework for NWAS and its Commissioners to engage with all stakeholders to support the mobilisation of the new patient transport service. This will include a variety of approaches including face-to-face meetings, briefings, leaflets and a dedicated patient transport service website.
For further information, please email: PTS@nwas.nhs.uk
