PERFORMANCE: The private provider of non-emergency patient transport services in Nottinghamshire has failed to meet a number of key performance indicators, including time taken to collect patients, every month for a year.

Arriva Patient Transport Services, which has held the contract to provide services in the county since 2012, failed to meet three of the five key indicators used to assess its performance from June 2014 to June 2015, a Nottingham West Clinical Commissioning Group report said.

While 95 per cent of service users were expected to arrive at their drop-off point within one hour before their appointment time, in its best performing month the service dropped off 82 per cent of patients within the appropriate time.

Between 10 and 28 per cent of calls requesting transport were answered within 10 seconds, against a target of 90 per cent.

A target for 90 per cent of discharged patients to be collected within 120 minutes of a request was also consistently missed.

Concerns about Arriva’s performance have been raised on a number of occasions since the company started its five year contract.

A report published by Healthwatch Nottinghamshire in March indicated that the majority of renal dialysis patients using the service were dissatisfied with their experience.

The report said: “For the majority of patients, their overall experience of the transport service has been and continues to be poor.”

It added that the punctuality of the service was the central issue contributing to service users negative experiences.

Papers presented to Nottingham West CCG last month said: “Concerns relating to Arriva Transport continue to be a problem across all CCG areas.

“Main issues [are] related to delays in collection of patients from their homes and long delays experienced in returning patients to their homes.”

In order to combat its poor performance on punctuality measures, Arriva has created an improvement plan, the documents added.

The plan identifies several areas for improvement, including:

  • improving partnership working with points of care;
  • improving the understanding of patients’ mobility when booking journeys; and
  • reducing the time crews wait to pick up patients from points of care.