THE North West Ambulance service has promised ‘improved patient centred care’ after winning the contract to provide non emergency transport in Lancashire.

Following a successful tender process, the trust submitted bids for the contracts to provide non-emergency patient transport in Lancashire, Greater Manchester, Merseyside and Cumbria.

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It previously ran the service in Merseyside, Lancashire, Cheshire and Cumbria. The trust said it would also introduce new measures after listening to the views of patients.

Ian Stringer, head of patient transport services, said: “This is a major time of change for our patient transport service with work being done to improve almost every area of the service from streamlining our online booking service and consistent use of eligibility criteria, to using the latest technology on our vehicles and providing opportunities for regular engagement with patients.

“We are also delighted to be able to provide an enhanced service to regular service users with specialist needs; our cancer and renal dialysis patients, by increased service operating hours, a more flexible service with dedicated Freephone telephone numbers and a better escalation process if things go wrong.”

The improvements are underpinned by an updated Patient Charter which outlines the trust’s commitment to the care and safe transportation of patients.

The charter explains what patients can expect of the trust, how to access services and how to feedback their experiences as well as what the service requires from them.

Working with unions, the trust has completed a restructure of managerial and support staff, improved training and introduced more flexible operational rosters.

A number of initiatives have been implemented to ensure a more responsive and accessible service which in turn benefits all our patients.

Mr Stringer added: “With the new contracts come fresh expectations of us as a service provider and it was clear we had to instigate change throughout the trust.

“As with our emergency colleagues, tThere are clear targets that we must meet and we have taken this opportunity to redesign the service.”