Patient Transport Services

Christopher Stapleton made this Freedom of Information request to St George's University Hospitals NHS Foundation Trust

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Christopher Stapleton

Dear St George’s Healthcare NHS Trust,

I would be grateful if you could answer the following questions on your Patient Transport Services:
 
Patient Transport Suppliers
 
1)                    Which company or companies held the contract to supply your patient transport services in each year since 2009?
 
2)                    How much did you spend on patient transport in each year since 2009?
 
3)                    What is your policy on carrying carers?
 
4)                    Please share your Trust's patient transport policy.
 
Contract
 
5)                    In your contract specification with the provider, what is the maximum time, from when transport is requested, within which the patient must be collected?
 
6)                    Please state what other standards (e.g. cleanliness) are written into the contract specification.
 
7)                    How do you monitor whether the contractor is complying with the minimum standards in the contract?
 
8)                    What are the penalties if the contractor breaches the minimum standards of the contract?
 
9)                    Is there a patients' user group involved in the oversight of the patient transport contract? If not, do you have any mechanisms through which patient transport users are involved in the governance of patient transport?
 
10)                 When is your contract up for renewal?
 
Complaints and cancellations
 
11)                 How many complaints did you get re patient transport month by month in each year since 2009? Please state what categories these were classified by (e.g. driver behaviour, lateness, etc.) and how many complaints were in each category.
 
12)                 How many hospital appointments have been missed due to patient transport lateness (other than due to severe weather conditions affecting the patient transport service) in each year since 2009?

13)                 How many times in each year since 2009 was there a discharge delay due to patient transport issues?
 
14)                 How many times in each year since 2009 did patients cancel being picked up by patient transport (because of fear of lateness) and make their own way?

Yours faithfully,

Christopher Stapleton

FOI, St George's University Hospitals NHS Foundation Trust

Ref: 1415.68

Re: FOI Request - Acknowledgement of Request

Dear Sir / Madam

Thank you for your request for information. Your request was received on 28 May 2014 and we are dealing with it under the terms of the Freedom of Information Act 2000. Under the FOI Act the Trust has a statutory responsibility to respond to your request within 20 working days therefore you should expect a formal response no later than 25 June 2014.

In some circumstances a fee may be payable. If this is the case a fees notice will be issued to you, and you will be required to pay before we will proceed to deal with your request.

If you have any queries about this letter, please contact us. Please remember to quote the reference number above in any future communications.

Yours sincerely

FOI team
St George’s Healthcare NHS Trust

show quoted sections

Christopher Stapleton

Dear St George’s Healthcare NHS Trust,

Your response to this FOI Request is now very overdue - by law I should have received a full response by 25th June.

Could you please give me an update on progress with this, an explanation for the delay, and - as soon as possible, please - the information requested?

Yours faithfully,

Christopher Stapleton

FOI, St George's University Hospitals NHS Foundation Trust

Dear Sir

We apologise for the long delay in responding to your request, I have been intouch with the department providing me with the information and will send you the information very soon.

Once again - apologies.

Regards

FOI Team

show quoted sections

FOI, St George's University Hospitals NHS Foundation Trust

Dear Sir / Madam

I am writing to confirm that St George’s Healthcare NHS Trust has now completed its search for the information you requested, we apologise for the long delay in responding.

Patient Transport Suppliers

1) Which company or companies held the contract to supply your patient transport services in each year since 2009? G4S

2) How much did you spend on patient transport in each year since 2009?

2009/10 - £2.7 million
2010/11 - £2.9 million
2011/12 - £ 3.3 million
2012/13 - £3.2 million
2013/14 - £3.1 million

3) What is your policy on carrying carers?

Escorts must comply with the criteria to be able to travel.

The criteria for escorts is as follows:

• If a patient is under 16 years old.
• The patient’s condition is such that they require the constant attention of an escort during the journey.
• The patient has severe communication difficulties ie. has a profound sight or hearing impairment.
• Speech and language difficulties and cannot travel alone.
• The patient suffers from a mental illness such as dementia and cannot travel on their own for their safety and the safety of others.

There is an appeals process if patients are declined an escort and feel they still require one.

4) Please share your Trust's patient transport policy.

Green folder content - to be attached

5) In your contract specification with the provider, what is the maximum time, from when transport is requested, within which the patient must be collected? 90 minutes

6) Please state what other standards (e.g. cleanliness) are written into the contract specification. Provider conforms to CQC standards

7) How do you monitor whether the contractor is complying with the minimum standards in the contract? KPI Report and regular review meetings

8) What are the penalties if the contractor breaches the minimum standards of the contract? Financial penalties apply

9) Is there a patients' user group involved in the oversight of the patient transport contract? If not, do you have any mechanisms through which patient transport users are involved in the governance of patient transport? No there is not but all patients are asked to fill out a survey

10) When is your contract up for renewal? 2015

Complaints and cancellations

11) How many complaints did you get re patient transport month by month in each year since 2009? Please state what categories these were classified by (e.g. driver behaviour, lateness, etc.) and how many complaints were in each category. Complaints are not stored this way. Complaints are reviewed each month with the trusts PALS department. There are on average 3-5 complaints a month

12) How many hospital appointments have been missed due to patient transport lateness (other than due to severe weather conditions affecting the patient transport service) in each year since 2009? N/K

13) How many times in each year since 2009 was there a discharge delay due to patient transport issues? N/K

14) How many times in each year since 2009 did patients cancel being picked up by patient transport (because of fear of lateness) and make their own way? Patients are assessed by the eligibility criteria, if patient can make own way then there is no need for transport

Re-use of information and copyright

This information has been provided for your own use. However, you do not have an automatic right to re-use it and if you wish to re-use the information for commercial purposes for any reason you must ask us for permission to do so. Re-use of information for some purposes, including commercial, may be subject to the provisions of the Re-use of Public Sector Information Regulations 2005. These regulations provide a framework for public sector organisations to decide issues relating to the re-use of their information. The provisions of current copyright law apply to information provided.

Further information can be found at: http://www.legislation.gov.uk/uksi/2005/...

If you are dissatisfied with the response provided you have the right to file a complaint and request an internal review of our decision. All complaints must be made in writing and sent to the Trust FOI Lead at [St George’s Healthcare NHS Trust request email].

If you are not content with the outcome of your complaint, you may apply directly to the Information Commissioner for a decision. Generally, the ICO cannot make a decision unless you have exhausted the internal review procedure provided by the Trust. The Information Commissioner can be contacted at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Please remember to quote the reference number above in any future communications.

Kind regards
FOI Lead
St George’s Healthcare NHS Trust

show quoted sections

Christopher Stapleton

Dear FOI Team,

Thank you for your responses.

I have two queries:

1) The attachment promised for Question 4 has not appeared. Could you please attach it in your reply to this?

2) I think you have misunderstood Question 14, as your reply does not answer the question, which is as follows:

"How many times in each year since 2009 did patients cancel being picked up by patient transport (because of fear of lateness) and make their own way?"

Could you please provide me with an answer to this question?

Thanks in advance,

Yours sincerely,

Christopher Stapleton

Christopher Stapleton

Dear St George’s Healthcare NHS Trust,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of St George’s Healthcare NHS Trust's handling of my FOI request 'Patient Transport Services'.

The reason for my request is that you have not provided a full set of answers to my FOI request. These answers are now many weeks overdue. You are now in contravention of the Freedom of Information Act.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/p...

Yours faithfully,

Christopher Stapleton

FOI, St George's University Hospitals NHS Foundation Trust

Dear Sir

We responded to your FOI request on the 20th August.

We apologise that we have not responded to further questions/queries regarding our response and I will ensure you receive a response as soon as possible.

Regards

FOI Team

show quoted sections

FOI, St George's University Hospitals NHS Foundation Trust

8 Attachments

Dear Mr Stapleton

 

Apologies for the delay in responding questions to 4 and 14.  Please see
attachments in response to question 4.

 

14. The Trust does not record the lost journeys.  We would need to revisit
each lost journey and call the patient to see why they cancelled.  Manual
research of this would put this request beyond the appropriate limit for
costs to respond to requests for information as outlined by section 13 of
the Freedom of Information Act 2000 (Appropriate Limit and Fees)
Regulations 2004 (currently £450).

 

Re-use of information and copyright

 

This information has been provided for your own use.  However, you do not
have an automatic right to re-use it and if you wish to re-use the
information for commercial purposes for any reason you must ask us for
permission to do so.   Re-use of information for some purposes, including
commercial, may be subject to the provisions of the Re-use of Public
Sector Information Regulations 2005.  These regulations provide a
framework for public sector organisations to decide issues relating to the
re-use of their information.  The provisions of current copyright law
apply to information provided.

 

Further information can be found at:
[1]http://www.legislation.gov.uk/uksi/2005/...

 

If you are dissatisfied with the response provided you have the right to
file a complaint and request an internal review of our decision. All
complaints must be made in writing and sent to the Trust FOI Lead at
[2][St George’s Healthcare NHS Trust request email].

 

If you are not content with the outcome of your complaint, you may apply
directly to the Information Commissioner for a decision. Generally, the
ICO cannot make a decision unless you have exhausted the internal review
procedure provided by the Trust.  The Information Commissioner can be
contacted at: The Information Commissioner’s Office, Wycliffe House, Water
Lane, Wilmslow, Cheshire SK9 5AF.

 

Please remember to quote the reference number above in any future
communications.

 

Kind regards

FOI Lead

St George’s Healthcare NHS Trust

 

 

--------------------------------------------------------------------------

Ila Modhwadia T: 0208 725 4699
Corporate Administrator E: Ila.Modhwadia[3]@stgeorges.nhs.uk
Corporate Office W: [4]www.stgeorges.nhs.uk
St. George's Healthcare Trust

--------------------------------------------------------------------------

 

 

show quoted sections