Feedback from users of the Patient Transfer Service is welcomed and being taken on board says Minister for Health and Social Care, Kate Beecroft MHK.
ComCab Liverpool took over operation of the service to transport patients between ports and hospitals in the North West of England on 27 March 2017. The service was quickly mobilised when the incumbent provider, Bridgewater Cars, gave notice that they would be ceasing provision just five days after the end of the procurement exercise.
The Minister said:
'There has been a tremendous amount of feedback about the service provided by ComCab Liverpool, which is encouraging as my overriding priority is a suitable service that meets patient needs. As well as some very positive comments there has also been constructive feedback about where some people feel the service needs to be fine-tuned. The Department is listening to and acting on this feedback. As well as daily interaction between ComCab and our Patient Transfers Team – where any concerns are logged and acted upon – there is also a formal weekly contract call to review any trends and address these issues.
'Some teething problems, where a service changes hands, are inevitable, particularly when there is such a short timescale for mobilisation of a new provider. ComCab is fully engaged in the process and appreciates the feedback from the Department and directly from patients themselves.'
One area of improvement already identified is the need for the DHSC to provide ComCab with more detailed information on patients’ individual needs so that the most appropriate type of vehicle can be deployed. These include vehicles with ramps for wheelchairs, six seater vehicles for people with mobility problems, and taxis with a swivel seat which rotates to allow people with disabilities or mobility problems to enter and leave vehicles. The patient information leaflet is being updated to ask patients to contact the Department with any specific requirements they have.
Minister Beecroft added
'I have said before that Bridgewater provided an exemplary service, but they too used hackney cabs and mini-buses as well as saloon cars. No single vehicle will meet the diverse needs of all of our patients which is why we encourage patients to let us know their specific requirements.'
Any patient or escort wishing to provide written feedback about the Patient Transfer Service can email dhsc@gov.im or write to Patient Transfers, Crookall House, Demesne Road, Douglas, IM1 3QA.
In addition to monitoring proactive feedback, the DHSC is planning to run a telephone survey of a random sample of service users following ComCab’s first month of operation, in order to get a more detailed and complete picture of the experience of patients and their escorts.
