In order to provide high quality patient transport we must work with stakeholders across the entire healthcare community.
Building relationships with our stakeholders allows us to gain their insight into the service and share better ways of working so that together we can shape the future of patient transport.
Below are details of some of our stakeholder groups and the ways in which we engage with them.
Patient representative groups
It is vital that the people who use the service – our patients – are able to give their feedback and have access to all the information and advice they need. Patient representative groups, such as Healthwatch, give patients a voice and are also able to cascade information on the service.
We value the role patient representative groups play in the healthcare community and work with them as much as possible to gather feedback from patients and look at ways to further improve the service we provide for them.
Our work with Healthwatch includes regular meetings where we share information such as the findings of our patient feedback surveys. We also ask for their input in decisions affecting our patients. For example, in 2015 we introduced a new complaints procedure and as part of that process we consulted with Healthwatch groups across the country.
Healthwatch also hold many engagement events in the community and we support this by ensuring ATSL representatives are in attendance to answer questions and provide information to members of the public. And Healthwatch are also very supportive of our patient engagement programme, helping to promote and take part in events.
If you are a member of a patient representative group in an area where we operate the non-emergency patient transport service and would like more information please email firstname.lastname@example.org.
We recognise that patient transport is a vital service within the wider healthcare economy. We want to make sure our colleagues in hospitals and other points of care get the very best out of the patient transport service - and that means working together.
Many healthcare professionals book transport on behalf of patients, or give guidance to patients who book it themselves, and so their understanding of the service is key to its success.
Each year we hold roadshow events across the country, visiting hundreds of hospital wards and departments to talk to staff about how they use the patient transport service. We also publish a quarterly newsletter and also give them access to a suite of literature with information on all aspects of the patient transport service.
Senior NHS management
Patient transport is only one part of a patient’s often complex journey through the healthcare system. By seamlessly integrating our service within the healthcare system we are better able to meets the needs of both our patients and healthcare professionals.
For us to do this we must be a part of the dialogue within hospitals so that we can be flexible to changing demands. Regular meetings with bed managers and discharge managers to discuss any issues within the hospital or our service that could affect patient transport, such as winter pressures or other escalations, mean plans can be put in place at the earliest opportunity.
Transport working groups have also been established at many of the hospitals we serve so that we can share knowledge, build relationships and establish more efficient ways of working.