There are four areas of performance targets within the patient transport service – call answering, travel time on a vehicle, on time arrival and collection after treatment. These performance areas are measured based on whether or not the journey was planned or unplanned, or if the journey was for someone receiving renal dialysis or cancer treatment. These performance indicators are known as our quality standards.

Enhanced priority service (renal dialysis and cancer patients)

Travel time on vehicle – 85% of patients to travel for no longer than 60 minutes on the vehicle.

On time arrival – 90% of patients arriving within 45 minutes before the scheduled appointment time.

Collection after treatment – 85% of patients collected within 60 minutes and 90% of patients collected within 90 minutes of scheduled collection time or patient readiness notification.

Planned journey

Travel time on vehicle – 80% of patients to travel for no longer than 60 minutes on the vehicle.

On time arrival – 90% of patients arriving within 60 minutes before the scheduled appointment time.

Collection after treatment – 80% of patients collected within 60 minutes and 90% of patients collected within 90 minutes of scheduled collection time or patient readiness notification.

Unplanned journey

Travel time on vehicle – 80% of patients to travel for no longer than 60 minutes on the vehicle.

On time arrival – No arrival standard

Collection after treatment – 80% of patients collected within 60 minutes of booked collection time. 90% of patients collected within 90 minutes of the booking acceptance.

Booking systems

Call answering – 75% of calls to be answered within 20 seconds

Average length of time to answer incoming calls – less than one minute