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Patient transport services

 

Non-emergency patient transport services focus on providing a professionally operated service that offers safe, comfortable and punctual transport for patients of all mobility levels 24 hours a day 7 days a week.

GSL’s experience with people, transportation and vehicle design is invaluable in providing such a service. GSL is the largest private operator in the NHS non-emergency transport services.

We are at the forefront of public service delivery by the private sector both in the UK and overseas. Our contracts depend on people operating in positions of trust and our work with governments in the UK and around the world has enabled us to develop and extend our capability into carefully selected areas of activity. Our primary objective is to ensure that the service we provide is demonstrably improved.

NHS Trusts need to be confident that any change of service providers will be completed in a seamless manner that has no adverse impact on the Trust and its stakeholders.

We currently operate four non-emergency patient transport contracts two of which include ‘blue light’ inter hospital transfer of high dependency patients.

 

Benefits of our services

We are committed to developing a true partnership approach with NHS Trusts that will deliver the following innovations to reduce costs and enhance the service to both Trusts and their patients:

• an integrated service that recognises that patient interests are paramount
• introduction of an inclusive operation that removes the need for contract fragmentation
• introduction of departmental journey costs as an aid to cost control
• minimisation of Trust staff time and involvement in administration
• zoning of appointments
• introduction of a bus route system for more mobile patients
• reduction in abortive journeys

We intend to work in true partnership with Trusts to meet the requirements of the NHS plan

 

Finances

In today's climate financial drivers are key when considering change to any existing service provision.

Currently larger Trusts spend up to £3 million per annum on non-emergency patient transportation. We are confident there are ways in which some of this money could be saved and importantly at the same time enhancing the service provided for example:

• the option of a fixed price contract that offers cash releasing efficiencies
• provision of management reports with detailed analysis of activity
• establishing a process of financial review for cost effective management
• a comprehensive integrated service that offers value for money with further scope for financial savings
• reduced internal management costs often incurred with fragmented service provision from a diverse range of service providers

Focus on people

Patient care

Our approach is to treat patients with respect and courtesy at all times thereby ensuring all their needs are met in a caring and professional manner.

Our fleet of ambulances is specifically designed to meet the total needs of patients. These vehicles incorporate air conditioning, electric ramps and adjustable suspension to enhance the safety and comfort of our patients.

Other safety and medical equipment is included to ensure that ambulances meet the latest EU standards. Ambulances also have the capacity to carry patients who require access to either wheelchairs or stretchers.

 

GSL staff

 

The key to GSL's success is our understanding of people, finding the right people for the right jobs at the right time and developing those people to meet current and future challenges. Our people, both in teams and as individuals, are positively managed and receive initial and ongoing training specific to their roles.

All our staff are provided with new uniforms and photo ID cards to ensure that patients can feel confident that their safety and well being will be maintained whilst in our care and to further improve staff commitment to service delivery.

The application of these principles, in conjunction with adopting a true partnership approach, has ensured our success thus far.

 

 

 

 

 

 

Management and control systems

To ensure that we can reliably demonstrate to our clients that our operation is maintained to the highest standards we operate a computer-based system that supports fully the administration of the service. The system has the capacity to produce a large variety of management reports.

Its primary function is to ensure that patient booking, scheduling and journey planning are operating to a much higher standard than previously provided.

Our contracts

Barking, Havering and Redbridge Hospitals NHS Trust

GSL transports non-emergency patients to and from hospital appointments in the London boroughs of Barking, Havering and Redbridge for patients living within a 20-mile radius of the hospital sites. This was the first contract of this type to be awarded in the UK.

We deliver over 130,000 patient journeys per year using a new fleet of 32 ambulances that was specifically designed to meet the total needs of the contract.

Client quote:

“What a difference in service from GSL... a complete turn around”

Prior to the commencement of the new contract the transferring staff had motivational problems that were giving cause for concern. Our quality-driven approach to determining how both HR and staff motivation problems should be overcome has resulted in the successful transfer and retention of all 50 staff, who are now demonstrating a total commitment to patient care. This contract now operates with a total of 72 staff.

The period of mobilisation was 8 weeks compared with the normal 14 associated with this type of service. The mobilisation programme was challenging but with the appropriate GSL resources made available the programme was achieved in a manner that enabled a seamless transfer of responsibility. There was no disruption to the hospitals or patients and the transfer was considered a resounding success by the Trust. We have continued to improve the quality of service day by day and look forward to developing it further working in true partnership with the Trust.

Epsom and St Helier University Hospitals NHS Trust

GSL also delivers the Non-Emergency Patient Transport Service to Epsom & St Helier University Hospitals Trust, providing over 100,000 patient journeys a year. This contract involved the deployment of 26 specialised ambulances and the transfer of 38 staff from the two previous service providers together with the recruitment of 4 additional staff.

This contract enabled GSL to expand the range of patients carried to include outpatients, day hospital patients and renal patients. Patient journeys include transporting elderly people between their home and the hospital in addition to taking other patients home once they have been released from hospital.

Prior to the commencement of the new contract, two independent ambulance companies delivered the service. Our challenge was to integrate the two groups of staff and deliver a trouble free handover of the service. As with the Barking, Havering and Redbridge contract, GSL's quality-driven approach to HR has resulted in the successful transfer and retention of all 38 staff.

The period of mobilisation started 12 weeks prior to handover.

East Elmbridge and Mid Surrey PCT

A consortium of seven Primary Care Trusts lead by East Elmbridge Primary Care Trust awarded the contract for delivering the Non-Emergency Patient Transport Service for Surrey and surrounding counties to GSL.

The contract involves the deployment of 60 ambulances, two control rooms and the transfer of 150 staff from the current providers. GSL will also be providing ‘blue light’ High Dependency Unit inter-hospital transfers of patients as part of the 200,000 patient moves per year.

St George’s Hospital NHS Trust

Our fourth operational contract is at St George’s Hospital in Tooting, south London. This contract involves a fleet of 27 ambulances and 60 staff providing 125,000 patient moves that transfer patients to their appointments and homes as well as transferring High Dependency Unit patients between hospitals.

Australia

Medical Transport Services Australia Pty Ltd (MTS) is one of Victoria's largest and most experienced private non-emergency ambulance services.

MTS has maintained a contractual relationship with the Metropolitan Ambulance Services (MAS) since 1993 and is the largest private provider of non-emergency patient transport to MAS.  In addition the range of services offered by MTS has expanded considerably since 1993 and now includes:

• provision of standby services at sporting and other public events - MTS is the largest provider of ambulance services to the Victorian horse racing industry
• non-emergency ambulance services and patient transport services to the Victorian rural ambulance services, the transport accident commission, the workcover authority and many major public hospitals

MTS has extensive in-house experience in all aspects of patient transport management including clinical operations, communications, logistics, IT and administrative systems.  MTS has since its establishment been a leader in innovation within the industry.