The Department of Health and Social Care confirms that ComCab will continue to provide the Patient Transfer service after successfully completing a three-month probation period.
A number of concerns were expressed by users of the Patient Transfer service immediately after the Liverpool company was awarded the contract in March. However, concentration on performance, a willingness to listen and adapt to patients’ needs, and a reduction in the number of complaints led to a positive probationary review and the decision that it will continue to provide the service.
The majority of complaints received about ComCab by the DHSC related to the type of vehicle used, black Hackney cabs in particular.
The company has a range of vehicles in its fleet other than black cabs, and feedback about them from passengers has been positive. Patients are being encouraged to be specific when booking travel in order for the most appropriate vehicle to be made available to them.
Further issues relating to the level of assistance being offered by drivers, choice of routes and pick up points have also been addressed with the Patient Transfer team and ComCab working together to establish effective procedures.
Health and Social Care Minister Kate Beecroft MHK said:
‘The Department understands there was some concern when ComCab first took over the contract, but officers have been impressed by the way the company has listened to those complaints, taken action and made improvements.
‘We will continue to listen to people’s concerns and carry on monitoring performance and patient experience.’