What we're hearing about EMED's provision of non-emergency patient transport in Surrey Heartlands
We were asked to gather patient insights about using the EMED non-emergency patient transport service which has been operating since April 2024.
This report explores the themes we have been hearing through our social media, website, Helpdesk, and engagements at hospitals in Surrey Heartlands.
This report explores the themes we have been hearing through our social media, website, Helpdesk, and engagements at hospitals 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.
Downloads
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What we're hearing about EMED's provision of non-emergency patient transport in Surrey Heartlands (pdf)
What we're hearing about EMEDs provision of non-emergency patient transport in Surrey Heartlands (word)
Emergency Patient Transport EMED- 1 page summary (pdf)
The crew are always amazing and so caring, professional and kind. It’s the systems that are wrong and the operations are poor. Staff work under incredible pressure because the operational systems are so poor.
