Tom Maidman, Manager of G4S Patient Transport Services in attendance to update Members

The Chairman welcomed Tom Maidman, Manager of G4S Patient Transport Services and James Ransom, Head of Surgical Elective Care at West Kent CCG, who was the lead Commissioner of the Service to the meeting. A supplementary agenda with additional information from G4S had been circulated. The non-emergency patient transport service had been provided by G4S across Kent and Medway CCGs since July 2016. Following a rebasing exercise in March 2018, supported by the CCG, there was a deployment of additional staff and vehicles which resulted in improved service levels and performance stabilisation by merging Kent & Medway, Darent Valley Hospital and Renal patients.

The data provided covered the period of November 2018 to November 2019. On average 27,000 journeys a month were carried out and the contract was the largest of its kind due to the number of residents. Members looked at the key performance indicators and were advised that the minimum standards expected was 80% for on time arrivals and not more than 75 minutes early for outpatient arrivals.

Members discussed the figures and asked questions of clarification. In response, Members were advised that during November 2019, the minimum standard had dropped to below the 80% target and this was due to one of the larger hospitals in Kent dealing with an emergency situation. As a result, those patients who were fit enough, were being discharged earlier which had a knock on effect for those requiring patient transport services. There were also road blocks which also had an impact.

The meeting was advised that it would not be possible to have a standard of 100% for outpatient arrivals, as there were too many variables outside the control of the team. To ensure that standards and patient expectations were met, calls were made the day before the journey to confirm that travel was still required and the collection time. A call or text to confirm that the driver was on route was also made. All vehicles were tracked and once on the ambulance the Hospital Liaison Officer was notified.

The Manager of G4S Patient Transport Services advised that in November 2019 there were 6 missed appointment time slots. If the appointment was missed due to the travel, there would be an assessment carried out for the risk of harm and the patients, in most cases, would be seen at the next available appointment slot. Missed appointments were reported weekly to the Commissioners.

In response to questions regarding journeys made from the hospital to home, Members were advised that no more than 1% would wait more than 4 hours for pick up. The Head of Surgical Elective Care advised that hospital discharge could take a variable amount of time due to staffing or other issues. It was acknowledged that waiting over 4 hours for pickup was a long time and it was hope that this would continue to improve.

Members discussed that need for designated collection and drop of points in hospitals which would help make the transition easier.

Action 1: For the Head of Housing and Health to write a letter to Maidstone and Tunbridge Wells Hospital for a designated and signed area for patients pick up and drop off.

In response to a question, Members were advised that if a patient were to require medical care on the journey, a provision could be provided for the patients escort to be there. There was a criteria that had to be met as it was a space that a patient required being taken up. Journeys were based on patients pick up and drop off requirements.

Members discussed the complaints figures provided and noted that over the 18 month period the number of complaints had dropped. This was due to the steps taken from when the initial contract started and the figures did not necessarily represent every journey travel by patients as some renal patients would not complete a survey every time G4S was used. Members were also advised that in the event of adverse weather a decision would be taken 7 days in advance whether the journeys were necessary. It would be a decision taken by the Commissioners for which appointments needed to be met.  A majority of the ambulances did not have air suspension and were in the process of being replaced.

The Manager of G4S Patient Transport Services agreed to provide Members with additional information including the escort criteria, West Kent Performance figures, mileage bands, and the patient criteria for G4S travel.

The Board thanked and showed their appreciation to the Manager of G4S Patient Transport Services and the Head of Elective Surgical care for their attendance.

Resolved: That the report and update be noted.