Our experience of delivering a high-quality service throughout the Patient Transport Service (PTS) contracts that we operate means we can be flexible and responsive to the changing needs of our patients and commissioning organisations.

We care for patients with varying needs and mobilities including dialysis, bariatric, oncology, do not attempt resuscitation orders (DNAR) and patients with infectious diseases.

With more than 700 employees and 350 ambulances operating from over 15 locations across the UK we have the resources and expertise to deliver an efficient service with outstanding patient experience.

Patients with complex or special needs are often the most vulnerable and require a service that is tailored to ensure they receive the required level of care.

Below are some examples of the ways we tailor our service to meet the needs of the many groups of patients we care for:

Dialysis

Dialysis patients are our most frequent users of the service and often they are also the most vulnerable.

We understand the impact that dialysis has on a patient’s life as well as the lives of their relatives and friends. It can be intrusive, uncomfortable and leave patients feeling unwell and tired so ensuring their transport is safe, caring and efficient helps to minimise the impact of their treatment.

We have created a tailored service based on our many years of experience working with dialysis patients. This group of patients require regular and planned transport and our approach is to wherever possible provide dedicated drivers so that they can build relationships with each individual. This also allows our drivers to get to know patients so they can identify any uncharacteristic signs and raise any concerns with clinical staff.

Our drivers are also trained to understand individual patient needs and to protect their dignity and confidentiality.

Dedicated Dialysis Co-ordinators provide additional support through daily engagement with dialysis units examining patient lists, journey patterns and scheduled transport times to ensure the service runs smoothly for both the unit and patients. The Co-ordinator also spends time with patients listening to their needs so we can continuously improve the service we provide for them.

Bariatric Patients

We have been caring for bariatric patients for many years and have a full understanding of their requirements.

We have invested in a fleet of modern ambulances, capable of carrying patients up to 75 stone, as well as equipment including carry chairs, safety belt extensions, stretchers and wheelchairs, all designed specifically for bariatric patients. Our ambulances allow patients to get on and off the vehicle safely and with dignity.

A full assessment is carried out before transport is booked for a bariatric patient. We assess where the patient lives, any access issues and if additional support is required. For example, if a patient needs to be taken up or down stairs we make sure there are the right number of Driver Care Assistants to support.

We have clear guidelines for bariatric patient transport and all our employees are trained in the safe handling of bariatric patients.

The drivers will also get to know the patients, meaning that they are better able to care for them safely and with dignity.

Our procedures ensure sufficient time is given for each bariatric patient and will include:

• Identifying and using the correct vehicle for the patient’s needs
• Providing sufficient planning time to complete a risk assessment and allocate specialist equipment and staff
• Spending time with the patient, providing reassurance and explaining the process that is to take place, who will be involved and what will happen
• Ensuring Driver Care Assistants have sufficient time to undertake the task safely are able to act calmly to the situations as they occur
• Our staff take the patient’s safety and dignity into consideration at all times and in every decision they make
• Completing a detailed handover with the clinical staff and ensuring a seamless service is delivered to the patient.