Specialist Transport Call Handling Team Meets 100% of KPIs

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The 365 Response Specialist Transport Call Handling Team working on behalf of NHS England Midlands & East Specialist Commissioning, has reported a 100% success rate for all key performance indicators. Working to support the NHS, the specialist team provide direct support to CenTre, COMET, ECMO and IUT in the East Midlands and surrounding areas.

First launched in 2019, the dedicated transport team provides a 24/7 service, 365 days per year, supporting the fast and safe movement of critically ill patients to specialist hospitals. When the service was first set up, Nicky Davey, Matron for the CenTre Neonatal Transport team commented, “365 Response provide a 24 hours a day, 7 days a week call handling and recording service for CenTre Neonatal Transport. This means a doctor who wants to refer a premature or sick newborn infant simply calls one telephone number and is connected to the neonatal transport team. This team can then use 365 Response to include other medical or surgical professionals to ensure appropriate advice is given to the referring team. The transport team also uses 365 Response to book ambulances and communicate with each other whilst out and about moving babies. It would be very difficult for our service to operate effectively without the call handling service.”

The dedicated team provide regular reports on the efficiency of the service, always looking to drive improvements and offer support to additional pathways. Critical performance levels are monitored and reported on each month, including:

  • Calls received must be answered within 20 seconds
  • If a call is answered by an automated service, it must be returned within 10 minutes by a person.

Each of these important KPIs received 100% in the latest report, which covered October 2020 – January 2021. In addition to these time-specific KPIs, the team must also adhere to tight controls around the recording of calls, including sharing learning outcomes for training purposes, auditing calls for accuracy and transparency and reporting on any disruptions to service. Each of these KPIs was met with 100% success and often exceeded the necessary requirements, including higher levels of auditing for training purposes.

Chris Ackerman, Associate Director for the Specialist Transport Call Handling Team commented on the success of the service, “It is our absolute goal to always ensure consistency and quality of service for the NHS. Our team work in shifts to provide a 24/7 service that is dynamic and works quickly to incorporate the necessary parties into the transport decision making process, and get the patient quickly and safely to a place of specialist care.

“Since the service began in August 2019, we have expanded significantly, offering support for further services including Adult Critical Care during the Covid-19 pandemic, and the specialist IUT Pathway which was added in October 2020. In addition to this, our team provides 24/7 booking assistance to healthcare providers in need of ad-hoc or extra contractual mental health journey bookings.”

As we move forward into 2021, the 365 Response team will continue to grow and expand the services provided, to give vital support to the NHS. We operate with the highest possible standards and endeavour to always meet – and, where possible – exceed all key performance indicators.

Our specialist transport call handling service is quick to set up and is able to provide essential and dedicated support to meet patient transport needs. Get in touch with our team today if you would like to join this service, via hello@365response.org.