Provision of a Non-Emergency Patient Transport Service and a Renal Patient Transport Service for NHS Surrey Heartlands Integrated Commissioning Board

Organisation

NHS Commercial Solutions

The successful Provider/s will be expected to: • improve technology to book and manage journeys including multiple bookings and longer term/ongoing appointment requirements • simplify and support reimbursement and support to access alternative transport • ensure effective journey planning through the coordination of collection to drop off, routes, duration, capacity and frequency of journeys • deliver a reliable service which provides adherence to schedule and eliminates the need for costly, ad hoc alternative provisions across partners • enhance customer experience by providing an efficient and trusted service, including personalised communications • develop better communications to enable users to receive information about operational matters such as up to date arrival times and what to expect from their NEPTS experience. • offer a variety of vehicle options through expanding the range of available resources to include specialist, community, taxis, volunteers etc., whilst ensuring security of patients e.g., wheelchair users • provide value for money by ensuring appropriate vehicles and staff are appropriately matched to the patient clinical and or mobility need. • model and takes account of future population growth regards residents most likely to require NEPTS in the future, linking this to known changes in the delivery of health care in Surrey • develop an infrastructure within Surrey Heartlands that is capable of meeting the service standards • deploy an appropriate range of vehicles with competent staff to fully meet the needs of all eligible patients • support continuous system-wide communication and collaboration with Commissioners and other stakeholders to improve processes and drive efficiencies and cost-savings • accommodate changes in the local healthcare economy, including shifts in settings of care as more healthcare services are delivered closer to home • deliver a service that is equitable across rural and urban settings • provide services, which are consistent in terms of the agreed performance standards regardless of day of week, location or time of day, ensuring shift planning provides sufficient overlap to allow return to base travel time without impacting on service provision. • provide intelligent information and solutions to transport need, provision and demand

The successful Provider/s will be expected to: • improve technology to book and manage journeys including multiple bookings and longer term/ongoing appointment requirements • simplify and support reimbursement and support to access alternative transport • ensure effective journey planning through the coordination of collection to drop off, routes, duration, capacity and frequency of journeys • deliver a reliable service which provides adherence to schedule and eliminates the need for costly, ad hoc alternative provisions across partners • enhance customer experience by providing an efficient and trusted service, including personalised communications • develop better communications to enable users to receive information about operational matters such as up to date arrival times and what to expect from their NEPTS experience. • offer a variety of vehicle options through expanding the range of available resources to include specialist, community, taxis, volunteers etc., whilst ensuring security of patients e.g., wheelchair users • provide value for money by ensuring appropriate vehicles and staff are appropriately matched to the patient clinical and or mobility need. • model and takes account of future population growth regards residents most likely to require NEPTS in the future, linking this to known changes in the delivery of health care in Surrey • develop an infrastructure within Surrey Heartlands that is capable of meeting the service standards • deploy an appropriate range of vehicles with competent staff to fully meet the needs of all eligible patients • support continuous system-wide communication and collaboration with Commissioners and other stakeholders to improve processes and drive efficiencies and cost-savings • accommodate changes in the local healthcare economy, including shifts in settings of care as more healthcare services are delivered closer to home • deliver a service that is equitable across rural and urban settings • provide services, which are consistent in terms of the agreed performance standards regardless of day of week, location or time of day, ensuring shift planning provides sufficient overlap to allow return to base travel time without impacting on service provision. • provide intelligent information and solutions to transport need, provision and demand