Agenda item

Purpose of the report:

The Board will be provided with an update on the re-commissioned Patient Transport Service and improvements expected under the new contract arrangements. 

The Board will also be provided with an update on the re-commissioning and public engagement plans for the NHS111 service.

The Board is asked to note the content of the update/presentation and suggest any recommendations or further actions to be taken into consideration if required.

Witnesses:
Lyn Reynolds, Interim Ambulance Programme Manager, North West CCG
Matthew Parris, Evidence and Insight Manager, Healthwatch Surrey
Nick Markwick, Surrey Coalition of Disabled People

Declarations of Interest:

None

Key points raised in the discussion:

Re-Commissioning of Patient Transport Service

1.    The Interim Ambulance Programme Manager, North West CCG explained to the Board the contract awarding process and noted that the contract for non-emergency transport across the six CCGs had been awarded to South Central Ambulance Service (SCAS). It was explained that the contract award process was multi-level, four bidders reached the final stage, with three bidders then submitting a final bid.

2.    It was highlighted that there were several engagement events with public and providers to ensure transparency in the contract award. It was also noted that several groups, including the Patient Advisory Group, had input in these consultations, which had provided useful local input for the service.

3.    The service outlined the feedback from consultation, highlighting key issues of access for those with visual or hearing impairments, poor communication and the timeliness of the transport service. It was noted that feedback reported positive input regarding staff quality. The service pointed out that performance targets with financial penalties for failure to meet these targets had been set to provide a robust response to criticisms made in consultation. Patient satisfaction surveys were also to be used to gather information relating to performance in quarter four of 2016 and that, after implementation, there would be monthly updates on patient satisfaction levels. The service offered to share the performance metrics with the Board for examination.

4.    The service pointed out that there would be a six month mobilisation period for the provider, following the contract award.

5.    The Board questioned what provisions were made for acute patient transport upon patient discharge. It was noted that a future on-site team would be available for this. It was also highlighted that the use of technology would improve the service in this regard markedly.

6.    The Board queried where the control and operation centres for the service would be located. It was explained that the control centre location had not been finalised, but that the locale would likely be Dorking, while the operation centre would be located in Woking. It was highlighted that these could retain current SECAmb infrastructure to reduce disruption to the service.

7.    The Board queried the cost of the new service. The Interim Ambulance Programme Manager, North West CCG responded that the cost for delivery of this service was expected to be in excess of £5 million per annum, noting that this was higher than the current cost as the service had received some investment.

8.    The service gave assurance to the Board that its links with partners to improve the quality of transport service were strong, highlighting the new technology links with Surrey Highways to provide traffic updates for drivers.

9.    The Board queried the levels of integration with local community transport. It was explained by the Interim Ambulance Programme Manager, North West CCG that the specification for an integration rate of a minimum of 10% had been written in partnership with community transport services to ensure a minimum level of incorporation.  This level would then increase year on year over the term of the contract.

10.  The Board queried how the management of the new provider would improve going forward. It was explained by the Interim Ambulance Programme Manager, North West CCG that management performance and quality reviews were undertaken monthly and that new management performance indicators had been implemented to improve quality.

Re-Commissioning of NHS 111

11.  The Interim Ambulance Programme Manager, North West CCG explained to the Board that the total costing for the NHS 111 service for the Kent, Sussex and Surrey was circa £12 million per annum and that current contract costs were approximately £2.2 million for the four of the Surrey CCGs. It was noted that the original contract costing had been unrealistic and that the contract had been amended as part of the current contract extension agreement.

12.  The service highlighted that the contract for the delivery of NHS 111 had being delivered by SECAmb and Care UK. It was explained to the Board that the contract with SECAmb and Care UK would expire in March 2018. It was noted that due to the expiry date falling on the Easter bank holiday, it could result in a possible extension of the current contract.

13.  It was highlighted to the Board that a 24 hour clinical triage service was being developed to meet patient needs within Surrey.

14.   The service assured the Board that the procurement process represented best value for money, highlighting the service strategy of applying a Most Economically Advantageous Tender (MEAT) test on procurement offers to ensure high quality and good cost.

15.  The service highlighted that the infrastructural necessities that were inherent to a new system was /supported by already existing technological infrastructure.

16.  The Board queried the level of consultation and whether those who were disadvantaged or suffered from learning disabilities were adequately consulted in the process. The service highlighted that it had worked closely with key groups representing these demographics, citing the Surrey Coalition of Disabled People and Patient Advisory Group as examples of this engagement, and that the service was seeking out new consultation partners.

Recommendations:

The Board welcomes the update on Patient Transport Service, and the improvements anticipated as a result of the new contract arrangements.

The Board recommends:

1.    That NW CCG clarify the governance arrangements around integration with community transport;

2.    That NW CCG provide a further update to the Board following transition and contract mobilisation.

The Board welcomes the engagement approach taken to re-commissioning the NHS 111 service. It notes concern about whether the footprint will achieve the required economies of scale, and would welcome an update in the future regarding this.

The Board also recommends:

1.    That, in order to assist with public engagement, NW Surrey CCG seek to distil the vision for NHS 111 procurement into a clear statement about what they wish to achieve;

2.    That NW Surrey CCG clarify how they will seek to engage vulnerable and disadvantaged groups