Healthwatch England - A simple story of how feedback can help fix healthcare

A new solution and a new problem

Many people in Milton Keynes relied on the ambulance service to take them to non-urgent hospital appointments. 

However, when some of these services, like community cardiology, diabetes care, and community diagnostic centres, were moved out of hospitals and into GP practices and other clinics, the ambulance crews no longer transported people to their appointments.

What wasn't working?

With patients no longer able to use the ambulance service to get to their care appointments, some of them complained to their local Healthwatch.

Healthwatch Milton Keynes raised these concerns with the local Ambulance Trust, which took action to resolve the issue.  

Working together to improve patient transport

"The ambulance services explained that they don't typically go to non-hospital locations", said Tracy Keech, deputy CEO of Healthwatch Milton Keynes.

"However, after we raised the issue, South Central Ambulance Service said they would provide travel to non-hospital sites for outpatient appointments. They subsequently sent guidance to their call handlers to ensure people visiting these sites can use ambulances to get there."

Since the NHS resolved this patient transportation issue, Healthwatch Milton Keynes hasn't had any new complaints about people being unable to travel to their appointments.