NSL Care Services Derbyshire recently invited HealthWatch into its operations to undertake an ‘Enter and View’, to offer valuable feedback on its non-emergency patient transport, which it provides for eligible patients in the county.
HealthWatch, which is an independent patient representative body but is also a part of the Care Quality Commission (CQC), recently published its findings.
The report highlighted many examples of good practice, including the largely positive relationships between NSL staff and other health and social care professionals; the professional relationships between NSL staff and patients; the high quality, comprehensive care offered to patients by NSL crew; and NSL’s provision of a separate control desk away from the main reception at the Royal Derby Hospital.
HealthWatch’s Authorised Representatives also found that, because NSL does not work in isolation but is a part of a wider health community, its service can be impacted by factors often beyond its control.
NSL is continuing to prioritise communications with hospitals, trusts, care homes and other points of care, in order to continuously work in partnership to address various issues, particularly punctuality and wasted journeys.
HealthWatch also provided several important recommendations, which NSL is carefully looking at. These include the development and expansion of training opportunities for staff, the issues leading to the use of taxis, as well as more work in partnership with providers and patients to robustly identify specific patient needs or conditions.
Chris Dexter, the Account Director responsible for the service, said: “We are very grateful to HealthWatch for the invaluable insight its Enter and View exercise has delivered. The final report is largely a good reflection of our service and highlights the context of NSL as part of the wider health care system. I was very pleased that they clearly saw how supportive and professional our staff are, as well as the issues that impact on the service. Most of all, we thank HealthWatch for the vital feedback given on where we need to improve and take action too.”
For further information, please contact Luke Allen, Director of Communications, 07468 701361, or Luke.Allen@nsl.co.uk
Notes to Editors:
NSL is a leading UK company specialising in the delivery and management of frontline services in complex public sector and regulated environments. Our core services include business process management; enforcement; passenger and social transport; street management and technical design services. We currently have over 70 contracts with local, regional and central government, as well as with the airport and the private sector, and have delivered contracts for high-profile government agencies, such as The Royal Parks, DVLA, Transport for London and Transport Northern Ireland.