Agenda item

(To receive a report from Mike Casey (Interim General Manager, Thames Ambulance Service Ltd (TASL)), which provides the Committee with the most recent performance activity relating to TASL)

The Chairman welcomed to the meeting Derek Laird, Chief Executive Thames Ambulance Service Ltd (TASL) and Mike Casey, General Manager, TASL.

The Committee were reminded that a report had been issued to them prior to the meeting.  Figures relating to the March performance were circulated at the meeting for the Committee's consideration.  Apologies were given for the lateness of the performance information for March.  It was noted that the figures provided were only interim at this stage, and when finalised, a copy would be made available to members of the Committee.

The Chief Executive of TASL introduced himself; and provided the Committee with some background information relating to his knowledge and expertise.

The Committee was advised that since the last meeting, TASL had made further improvements: better management sustainability, the implementation of a performance improvement plan in February 2018; that work was ongoing with the CQC and Commissioners; and that the Quality Directorate had set up a High Impact Quality Team who were going into bases and working with local management teams to address issues and concerns. Details of the improvements were contained on pages 2 and 3 of the report presented.

Particular reference was made to the work that had been undertaken with voluntary car service drivers.  The Committee was advised that since the revised offer had been sent to the voluntary car service, 16 of the existing drivers had returned.  As there was now a realisation of the importance of the voluntary car service, the Committee was advised that TASL would continue working with them to improve relations.  It was highlighted that a further revised offer would be going out to the drivers to encourage them to come back into the organisation.  It was highlighted that the first 10 mile payment exclusion had been removed, and drivers would now get paid from when they left home.

The Committee was advised that a new call process had been implemented; which had led to some significant improvements in call answering times.  The Committee was advised further that recruitment of staff continued; however a fleet expert was now overseeing the areas of Louth and Horncastle; and that an advertisement was to be placed for a Manager of the Contact Centre.

It was reported that journey planning was now part of daily routine; with the introduction of daily and weekly reporting to improve the KPI reporting, and the overall efficiency of TASL.

It was highlighted that there was still work to be done, but with the appointment of the new management structure, the current recovery action plan, and support from the parent company, HTG, TASL was expecting the current improvements to service delivery to continue.

During discussion, the Committee raised the following issues:-

·         Some members were encouraged by the improvements made.  Some concern was made as to whether the progress made was static.  Reassurance was given that now some voluntary car drivers were offering their services again, it was felt that performance would improve further;

·         The Committee was advised that TASL felt that it would be May 2018 before the progress trajectory was where it needed to be;

·         One member asked whether TASL was still as stretched as it was when they first took over the contract.  The Committee was advised that although North and North East Lincolnshire had given notice to terminate their contract, TASL would still be providing services during the 12 month notice period, and no further resources had become available;

·         One member extended congratulations to TASL for their reconsideration of their position relating to voluntary car drivers; and

·         Manual handling training.  The Committee was advised that manual handling training was mandatory, and would be renewed each year.  The Committee also noted that there had been agreement to introduce work base training, to ensure that jobs were being conducted correctly.

The Chairman extended thanks to TASL for their openness and to the fact there had been improvements to the service being provided.

RESOLVED

1.    That the report on Non-Emergency Patient Transport Service for NHS Lincolnshire CCGs from Thames Ambulance Service Ltd be received.

2.    That the next report on the Thames Ambulance Services Ltd be received in June 2018, with any urgent information highlighted to the Committee on 16 May 2018; then from June 2018 onwards, quarterly update reports be received from the Thames Ambulance Service Ltd.