What we’re hearing about EMED’s provision of non-emergency patient transport in Surrey Heartlands

The findings from our engagement and involvement activities have been grouped into 5 themes as follows:

• Transport – type of transport, distance travelled, and time taken to travel
• Booking – experiences of booking through different methods
• Reliability – experiences of using the service including delays and cancellations
• Staff – approach and attitudes of staff
• One thing people would change – EMED users’ suggestions for improvement.

The other sections included to add context are:

• Findings from conversations with staff
• Observations from our engagement staff from being in the hospitals
• Observations from the mystery shopper.

Our report contains the recommendations we have made based on these findings, which are grouped into the following themes:

• Bookings
• Delays and cancellations
• Waiting times
• General organisation.

We also provide 3 further points for consideration.