Non-Emergency Patient Transport Services (NEPTS) – Procurement

Non-Emergency Patient Transport Services (NEPTS) – Procurement

 

Current Services

NEPTS provides NHS-funded transport for eligible people taking them from home, to the care provider (and back again) for planned outpatient appointments and treatment for patients who:

  • have a condition such that they need additional medical support during their journey
  • find it difficult to walk
  • are the parent, guardian, or child, of patients who need transport.

 

The majority of NEPTS in Surrey Heartlands is provided by South Central Ambulance Service NHS Foundation Trust (SCAS).  The Surrey Downs area is locally commissioned and provided by Epsom & St. Helier University Hospitals NHS Trust.

 

Future Services

The Surrey PTS contract is due to end 31 March 2022, however it may extend. 

In light of the need to consider all options for future services, NHS Surrey Heartlands CCG is beginning the first stage of the procurement process now. Information gathered will support contract decisions for the period beyond April 2022.

This first stage in the procurement process includes a range of patient engagement, local stakeholder engagement, and market engagement events.

We are keen to receive feedback and comments from the following groups:

  • those who have used the services as a patient, family member or carer
  • representatives of patients and/ or carers
  • individuals and organisations that book patient transport on behalf of others
  • providers and potential providers.

 

Engagement Activity

Our engagement on Non-Emergency Patient Transport Services has been a rich experience. Feedback from service users has revealed their experiences of using both NHS non-emergency patient transport and voluntary and community transport, with examples from the recent and more historic past. Whilst the level of feedback represents only a small proportion of the total number of journeys undertaken by local NHS Patient Transport Services, the scope of responses has been broad. This has helped us better understand aspects of transport services that are most important to patients and helped generate ideas as to how we can better meet patients’ needs.

All engagement feedback is helping us think about and shape services for the future and we are incredibly grateful to everyone who has shared their time with us, especially during such an exceptional year. With the local service due to be re-commissioned next year, the engagement activities have been an opportunity to learn from service users and inform the development of a new specification. In the meantime, we will continue to work with the current provider, who continually works with us to review the service and make appropriate changes where necessary.

For clarity, the current contract and the associated engagement programme, excludes Renal services and the Surrey Downs area transport and does not reflect contractual performance. We continue to accept feedback via This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Engagement activity during January to March 2021

Service User Survey

Based on the themes that emerged at our Round Tables late last year, we ran a User Survey from January to March. It was a quick, online survey of multiple choice questions, with comments sections, for service users and their carers and families. The survey closed on Sunday 7th March 2021. A summary of the feedback is in the document below.

Focus Groups and 1-1 Interviews

We have also held a number of focus groups and interviews with specific service user groups to better understand their needs. These groups include wheelchair users, learning disabled adults, older people, and users with visual impairments. A summary of their feedback is in the document below.

 

Engagement in November and December 2020

NHS and Care Staff Survey

During November and December 2020 we shared a quick survey with NHS and care staff, through hospitals, care staff and care home newsletters, and GP practices to understand what improvements professionals who support patients to access patient transport services would like to see. We received 55 responses. Summary of feedback is available in the document below.

Round Tables

In November and December 2020, the PTS procurement team for Surrey Heartlands CCG held five Round Table events to hear feedback on current PTS services from a variety of NHS and clinical colleagues and leaders from a range of community groups. The events were aimed at supporting the identification of key themes and issues, strengths and opportunities and potential solutions and next steps before undertaking focused engagement with service users in 2021. The sessions were informal and groups were small to allow for qualitative discussion time.

 

A Frequently Asked Questions document summarises the key points asked by attendees of these sessions.

 

Engagement in November 2020 to March 2021

A summary of the engagement undertaken to date is available in the report below:

 

Have Your Say

You can have your say now by sending NHS Surrey Heartlands CCG an email to This email address is being protected from spambots. You need JavaScript enabled to view it.

 

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Service Users

If you or someone you care for has used the non-emergency Patient Transport Service commissioned by Surrey Heartlands CCG, please help us by answering the following questions.

  • How easy is it to understand and use the service?
  • Would you like to be able to make bookings in different ways, for example by an app or online?
  • How could we change or improve the service?

 

Please share your suggestions and experiences with us via:

This email address is being protected from spambots. You need JavaScript enabled to view it.

 

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Clinicians and Stakeholders

  • How do your patients or community members learn about accessing our PTS?
  • How involved are you in organising PTS? What would make that involvement easier?
  • What do you feel are the strengths and weaknesses for service users in our current provision?
  • What could be changed or improved in our current service?

 

Please share your suggestions and experiences with us via:

This email address is being protected from spambots. You need JavaScript enabled to view it.

 

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Potential Providers

  • How can the patient be supported to make more independent PT choices and bookings?
  • Could you support alternative means of booking arrangements e.g. app or online?
  • What service innovations would improve PTS for the people of Surrey?
  • What are your views on the different cost and contract models?
  • What could be changed or improved in our current service?

 

Please share your suggestions and experiences with us via:

This email address is being protected from spambots. You need JavaScript enabled to view it.

 

 

Review Date: 2021-05-27
Review Due: 2021-11-23
Model Publication Scheme Class: Class 4: Procurement and Tendering