Agenda item


Representatives from Blackpool CCG, Hadrian Collier and Sue Sutton will be in attendance.  Report attached.


Hadrian Collier Communications and Engagement Specialist, Blackpool Clinical Commissioning Group and Asiya Jelani, Arriva Transport Solutions attended the meeting to provide members of the Committee with an update in relation to the non-emergency transport service.  The presentation contained the following information:


The service is provided by Arriva Transport Solutions (ATSL) and is commissioned by Blackpool CCG.  For the non-emergency contract there are 27 rigorous quality Key performance indicators (KPIs) including eight enhanced standards for cancer and renal dialysis patients – all quality standards are monitored on a monthly basis.


In January 2014, NHS Blackpool issued ATSL with a Performance Improvement Notice as the standards of performance measured by the KPIs were not being met in full.  ATSL submitted a performance improvement plan, details of which were circulated to Members; the plan identified each area and how improvements would be delivered.


Following implementation of the improvement plan, ATSL made steady progress, the maintenance of performance continues to date and NHS Blackpool lifted the Performance Improvement Notice in September 2014.


The Arriva Representative reported that the new satellite sites are in place across Greater Manchester including sites in Ramsbottom and Bolton.


The Arriva Representative reported that regular engagement takes place; including monthly contract meetings with commissioners, as well as regular meetings with each of the renal units and acute trusts and additional meetings with staff from the booking centres, Blackpool CCG and patient representatives.  ATSL also undertakes patient feedback surveys twice a year.


Those present were given the opportunity to ask questions and make comments and the following points were raised:


The Arriva representative reported that the staff from Northwest Ambulance Service transferred into Arriva, following an initial period, Arriva reviewed the staff rotas and found it necessary to alter the staff working patterns to provide cover.


In response to a Member’s question, the Arriva Representative reported that with regards to planning for periods of peak demand, Arriva now holds historical data which enables the control room to plan in advance.  The planning is part of a continuous process and is undertaken ninety days in advance.


The Communications and Engagement Specialist, Blackpool Clinical Commissioning Group reported that as part of the procurement process there was extensive engagement with the Acute Trusts, Commissioners, GPs and patients with regards to the KPIs.  Patient feedback in relation to the KPI, “patients to arrive within -45 or +15 minutes of scheduled appointment time”, has indicated that patients would rather arrive too early for an appointment.  If a patient is running late an Arriva representative would ring ahead to notify the clinic/hospital.


The Arriva representative reported that there are a number of variables to consider when planning the delivery of the non-patient transport service; the number of crew members required, the type of vehicle, the nature of the patients illness/disability, the requirement not to be on a vehicle for too long.  The Arriva representative reported that all these variables needed to be taken in to account in order to deliver an efficient and effective service to patients.


In response to a Member’s question the Communications and Engagement Specialist reported that there is an eligibility criteria for those wishing to access the non-patient transport service.  The Booking centre is commissioned by the Clinical Commissioning Group and not provided by Arriva.  Work is being undertaken to ensure the information obtained is consistent and all the information appertaining to the patient’s medical condition is captured.


With regards to the constantly changing provision of healthcare, the Arriva representative reported that Arriva continue to work with providers, however Arriva can only transport a patient to an approved healthcare destination.


In response to a Member’s question; the Arriva representative reported that the patient feedback questionnaire has recently been amended; the amended survey will provide Arriva and its Commissioners with more qualitative data.


The Communications and Engagement Specialist reported that the procurement process has begun and the preferred provider will be announced in October 2015 and following an extensive mobilisation period whereby the provider will have the opportunity to develop their service, they will commence in July 2016.


The Arriva representative reported that if Member’s have any concerns in relation to complaints on behalf of their constituents she would ask members to forward them on to her and she would escalate them on Members behalf.


It was agreed:


1.    A further update report in respect of the non-emergency patient transport service will be provided at a future meeting of the Health Overview and Scrutiny Committee.

2.   The Principal Democratic Services Officer will liaise with representatives from Arriva to arrange a visit to the control room.

3.   The Principal Democratic Services Officer will forward to members details of the email address at Arriva to which Elected Members can escalate complaints.


Supporting documents: