365 Days of 365 Response (2021)

January 6, 2022

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Another 365 days of challenges and successes – not just for 365 Response, but for the entire world. The Covid-19 pandemic continues, but with determination and passion, our customers and colleagues have been able to succeed during these tumultuous times. It’s only with the support of our customers who trusted us, the 365 Transport Management System and our additional transport solutions, that we’ve been able to reach the business milestones that we have, for which we are eternally grateful.

The 365 Response team has the unique combination of a fast-paced innovative approach, an established system and excellent industry experience. We collaborate with clients across multiple sectors to understand detailed requirements, identify gaps and then accordingly implement solutions. We work across the NHS, Local Authorities, charities, public and private transport providers. Our driving force has always been to make difficult transport easy, and we know that our solutions continue to do just that – we’ve helped a variety of clients achieve improved service levels and significant compliance improvements throughout 2021, and we’re excited to continue doing so for many more years to come.

If you’d like to discuss the solutions that we offer, like the 365 Transport Management System, or how we’ve continuously been able to assist our customers with their complex transport requirements, then we’d be happy to talk you through it all. Send us an email to hello@365response.org or ‘Book a Meeting’ at a time that suits you.

Powerful additions to the 365 Response family

A lot has changed within the last year, especially for our customers working as frontline staff during the Covid-19 pandemic. As leaders in transport software development, we are continuously looking for new and exciting ways to expand on our award-winning transport management solutions. We know how necessary it is to continue offering our customers the best technology solutions available, and that’s why we acquired 2 leading businesses this year, and with them, the ability to serve even more members of the transport community.

We warmly welcomed KL2 into the 365 Response Group back in August, along with their established Meals on Wheels software solution. The browser-based service complements our suite of transport management systems provided to Local Authorities and private transport providers. Established in 1993, KL2 have provided bespoke solutions for their customers, using years of experience to perfect their current solution, Meals2People. Widely adopted by Local Authorities, charities, and private organisations, Meals2People provides a meal delivery planning, scheduling and reporting solution to streamline services and encourage time and cost efficiencies.

To introduce the solution, we sat down with Richard Clark, KL2 Managing Director to share his tips for managing a meals on wheel service.

Highly established demand responsive transport solution Flexiroute, joined 365 Response shortly after, in October 2021. This acquisition brings together a combined fifty years of experience across the Group and will drive rapid improvements in service by harmonising the best in sector technology, benefiting over 200 customers across Local Authorities, the NHS, Community Transport, and Private Transport organisations. Providing mission-critical transport solutions is at the heart of 365 Response and this plays an equally important role for the team at Flexiroute.

It was clear from initial discussions that working together could create lasting change in the market. We asked Geraldine and Lawrence, Flexiroute Founders, why they agreed to join the 365 Response Group of Companies:

“Joining 365 Response allows us to share our knowledge and resources to drive further improvements and reach even more people with our solutions. We are clearly a good fit, with a very similar ethos and we wanted to have that long-term commitment for our staff and our customers. We consider our team a family so that was of the greatest importance to us.”

Throughout 2021, we were delighted to welcome several customers using our transport management system, digital transport marketplace and social prescribing solution. We also welcomed over 150 new customers through our acquisitions, further growing the 365 Response family. We’re looking forward to seeing relationships grow further in 2022.

Our expertise and skills showed their worth

In August of 2021, the NHS published the much-needed report into improving non-emergency patient transport services – and we were proud to have contributed.

365 Response Founder, Sarah Fatchett discussed her experience and contribution to the review: “We know how much the world has changed and the new way of delivering outpatient care digitally has had a massive impact on the old model of taking everyone in, all of the time. Now we are seeing seismic shifts in the market with moves to more on-day demand, rapid movements, and core Renal transport being delivered by networks of key suppliers on both insourced and outsourced models.

“We have seen how the 365 Response Digital Marketplace – that enables swift easy online procurement for all hospital flow and ambulance service transport support for PTS ad-hoc, short notice, discharge crews, IFTs, taxi and mental health – has really come into its own. The change in demand pattern is here to stay and long-term static contracts for Outpatient transport are shrinking in the face of new on-day and near-time demand flow pressures and increasing the need for NHS and Local Authorities to purchase dynamically, digitally and securely.”

Read the full NHS NEPTS Report here.

The 365 Response team were grateful to have received much recognition throughout 2021, with opportunities to share our expertise and services. Founders Sarah & Brendan Fatchett were named in the LDC Top 50 Business Leaders and profiled in The Times Rising Stars article in addition to joining the prestigious Innovate UK Scaleup Programme. At every opportunity, we are pleased to share our mission of making difficult transport easy for everyone, particularly the most vulnerable members of our society. Our very own Dr Chris Jones shared his expertise on post-Covid recovery, and we shared the ways in which we can help organisations to update their in-house systems with our easy-to-use and easy-to-implement cloud-hosted solution.

Leading the way within industry awards

Throughout 2021 we were fortunate to be recognised in a number of awards and accolades. Founder Sarah Fatchett won the Yorkshire Post Entrepreneur of the Year Award and 365 Response was recognised as the Large Business of the Year in the Wakefield Business Excellence Awards. Once again, we were featured in a BusinessCloud Top 50, this time listed as one of the best TransportTech companies.

Supporting Women in STEM, Sarah Fatchett spoke at the Women in Tech Forum about community, sustainability, and her mission to use Tech for Good and was recognised with an esteemed group of forward-thinking leaders in the Tech for Good Award. A strong theme for the year, 365 Response was also recognised in the Tech for Good category at the Leeds Digital Festival Awards.

We helped the NHS weather the Covid storm

At the core of our solutions, we continued to offer our support to the NHS throughout the Covid-19 pandemic. Our NHS England team provide specialist call handling services that assist with the delivery of critical care to sick babies, children, and adults in the East Midlands and beyond. First launched in 2019, the dedicated transport team provides a 24/7 service, 365 days per year.

Every call is answered within 20 seconds to make sure that consultants across the region are connected to the right experts for quick decision making and transfer of care without delay. Working around the clock, our reliable team work tirelessly to make sure that we can support those that need it most.

Chris Ackerman, Director of Delivery & Implementation at 365 Response commented,

“We are proud to support our NHS with our specialist transport call handling team. We understand that now more than ever, the NHS is overwhelmed with demand and our service is there to help as much as possible. Our wonderful team handle some of the most difficult calls with complete care and professionalism, and we will continue to do so every day.”

Facilitating hundreds of calls per month, our highly trained specialist team have reached almost 30,000 calls this year. Specialist Service Coordinators like Mollie are the backbone of this vital service and the reason we’re able to provide it to our beloved NHS. Their work is tough, requiring a level head and a patient heart, but the team rise above expectations time and time again – they even reported a 100% success rate for all key performance indicators in 2021! If you feel you could thrive in this environment then you’re in luck, as we’re currently on the lookout for new team members to assist with continued growth. You can always find our most recent vacancies on our Careers page.

We supported some of the largest Councils and transport providers in the UK

Throughout the year we supported and worked alongside some of the largest Councils and private transport providers across the UK, using the 365 Transport Management System to help them effectively manage their transport more effectively in this digital age.

Our platform allows users to automate their Home to School Transport, offering a fully audited service that facilitates the communication between the council, school, parent/guardians, passenger and driver. We pride ourselves on developing our technology solutions with our front-end users including parents, schools, transport providers and Local Authorities, to ensure our system is not just functional, but user friendly. That’s why our platform offers role-based access, risk management, vehicle tracking, in-app communications and route planning.

We understand the challenges faced by schools and Councils that are trying to manage complex requirements with limited resources. We also believe that the passenger and their family, guardians, and carers should be at the heart of any transport solution. That’s why the 365 Transport Management System includes the 365 Driver App as well as our Parent & Carer App. These integrated applications prioritise the needs of both parties, with the latter giving families real-time updates on the service users journey and location, working in conjunction with school portals to ensure everyone (that needs to) stays in the loop.

Looking to the future with 365 Response

As the end of the year draws to a close and a new one begins, many of us are naturally in a state of reflection. From conception to reality, the core message behind 365 Response has always been to make difficult transport easy, and that focus has allowed us to continue scaling at pace and invest in the best across technology, people, and acquisitions.

Driving efficiency through technology, being brave and bold, and challenging the status quo have always been strong core values for us. That’s why we’re proud to have been repeatedly recognised for our dedication to driving improvements for the NHS, Councils, and private organisations. Much like the world navigating the Covid-19 pandemic for the third year in a row, we have continued to show resourcefulness and resilience in a time full of uncertainty.

One thing we can be sure of is that we have even more to offer and exciting clear goals for the future. This extends to our continued work with charities and communities close to our hearts. Throughout 2021 we dedicated our time to virtually raising money for Martin House, a hospice providing vital care to children with life-limiting conditions across West, North and East Yorkshire.

We’d like to say thank you to everyone who was able to support our fundraising events throughout the year – all donations, no matter how small or big, have been able to make such a difference. That’s why we hope we can count on your support in 2022 as well, as we collectively prepare to support another charity, and give our all for the British Heart Foundation.

Thanks again for such a fantastic year. If you feel like joining us for another, then you can always see what we’re up to on LinkedIn and Twitter.

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