Agenda item

6.1           From 1 April 2025, following a procurement process run by NHS Sussex, ERS Transition Limited, trading as EMED Group, has been the provider of Non-Emergency Patient Transport Services (NEPTS) for Sussex. NEPTS is an eligibility driven service that is a statutory obligation for NHS commissioners to provide to transport patients to and from their healthcare appointments. The Committee considered an update report on the mobilisation of the new contract for NEPTS in Sussex.

6.2           The Committee asked whether there have been changes to the eligibility criteria for NEPTS with the new provider, as some residents had been unable to access the service.

6.3           Wendy Young, Director of Acute Services, Commissioning and Transformation NHS Sussex confirmed that the criteria for NEPTS is determined nationally, though there is some variation in how local areas interpret and apply it. In Sussex approximately 90% of NEPTS requests that are filed are accepted, compared to much lower rates of acceptance in areas like Surrey. Where there had been a lack of capacity, the system was working with the new provider to identify and fill gaps in transport. She clarified that if patients don’t meet the criteria, the provider has links to the VCSE sector and can direct them to organisations for assistance.

6.4           The Committee asked if there is a 2-week limit for patients when booking in advance of appointments, and how appointment information is considered as part of capacity planning.

6.5           Wendy Young responded with concern that patients had reported that they had not been able to book NEPTS in advance of their appointments. She confirmed that the issue would be investigated to ensure the ability to book further in advance was included within the service, and that this would be taken as an action from the meeting. It was important that patients who have been waiting a long time for appointments can have reassurance in their transport being booked further in advance. Wendy also agreed to verify that failed booking data was captured where appropriate.

6.6           The Committee asked what information is available to patients about NEPTS and similar resources in the VCSE sector, and what the routes to accessing the service are.

6.7           Danny Leach, Deputy Head of Acute Services, Commissioning and Transformation NHS Sussex, responded that extensive promotion among staff and patients had been undertaken at all hospital sites to raise awareness of the new service. He confirmed that appointments can be made online as well as via telephone, to make accessing the service as broad as possible. He clarified that where multiple cancellations are made, the system is reviewing eligibility of patients for unutilised NEPTS to free up capacity for those that need it.

6.8           The Committee asked what reminders are sent to patients about their booked transport.

6.9           Danny Leach responded that there is a reminder process in place, but there was further work to be done to ensure that the reminders are effective to mitigate future cancellations.

6.10        The Committee asked if there have been any changes in the number of people accessing the service compared to the previous provider.

6.11        Danny Leach confirmed that there had been no recent changes to the eligibility criteria for NEPTS. Capacity for the service had been modelled by EMED from previous years’ activity levels; from the data gathered for April 2025, the rate of activity is similar to usage under the previous provider.

6.12        The Committee asked what is being done to reduce cancelled, delayed and missed journeys, and how capacity was managed at peak times.

6.13        Wendy Young responded that cancelled journeys are driven largely by hospitals’ capacity and changes to appointments, but the system was working with both the hospital and the provider to ensure that capacity and demand for NEPTS are aligned.

6.14        Danny Leach added that there had been initial issues with appointment data, but the provider worked to resolve these quickly. Part of the reason for this was data being received from different providers. There had been some variation in types of journeys, and EMED have been working to train staff and equip them for these changes. The vehicles for the new provider are malleable and can adapt to patients’ needs and criteria on arrival if needed.

6.15        The Committee noted challenges that had previously existed with NEPTS provision and emphasised the importance of NHS Sussex addressing issues arising quickly and effectively. Wendy Young confirmed that the ICB was mindful of previous issues, which was part of the reason for having a longer mobilisation period than was usual, and that a very active approach to monitoring the service was being taken. Danny Leach added that the involvement of Healthwatch and provider Trusts had been an important for designing the new contract

6.16    The Committee RESOLVED to:

1)    Note the report; and

2)    Request a short update on NEPTS at a future meeting.