Non-Emergency

Our Patient Transport Services support five NHS trusts as well as a number of Clinical Commissioning Groups across the UK

Non-emergency

Staff

Our staff aren’t just trained to a level the NHS require but to a Falck brand standard, ensuring we’re able to provide the very best in patient transport care. Our staff are trained to the minimum operational standard of Ambulance Care Assistant (ACA) with a full Falck specific ‘on boarding’ program and are fully trained in all first aid, manual handling, care, policies and procedures.

We nurture and develop our staff to Intermediate Care Technician at the level of FREC3 and have the capability to take staff all the way from ACA level right up to operational paramedic.

Our management staff have all been trained to BTEC level 3 & 5 in leadership and management and Care Quality Commission training and will all have attended the ACA training as well.

380
dedicated staff

Patient Transport Service staff

Non-Emergency

Ambulance Fleet

A fundamental part of the culture at Falck is to constantly monitor technological innovation and developments, so that we can always offer the best treatment using the best equipment, and our patient transport fleet is no exception.

Our market leading fleet of patient transport vehicles, which are able to accommodate a large proportion of non emergency patient requirements as well as having a fleet of High Dependency Units (HDU) and children specific vehicles which are manned by fully qualified personnel and specialise in the transportation of those patients who require that greater level or duty of care.

310
vehicles

Patient Transport Services Ambulance

A seamless fit with your existing operations

Patient Care

Our service ensures we care for all our patients from the very moment we meet them for collection right up to the very end of their journey.

We take every detail in to consideration; are they able to walk or do they need assistance or perhaps they’re wheelchair bound.

Maybe they’re a bariatric patient, or on dialysis, or even require a High Dependency Unit (HDU) in order to make their journey.

Our role is to transport these patients in a caring, responsive, effective, well led and safe manner leaving them at a safe location at the end of their journey.

Governance Procedures

Falck practices the strongest governance arrangements in the UK, and continually monitor and audit our staff, their training, our capabilities as a company and as an NHS provider to ensure we the meticulous requirements of all our NHS trust and Clinical Commissioning Group clients.

Key Performance Indicators

At Falck, our aim is not to just meet key performance indicators set by our NHS trust and Clinical Commissioning Group clients, but to exceed them in every possible way.

As the largest provider of ambulance services in the UK and the world, we have a wealth of knowledge and experience

  • Exceed expectations and outperform our competitors

  • Bring an increased performance to all NHS trusts we work with

  • Continually improve against historical performance via detailed review and analysis of performance, and monthly clinical and operational appraisals

Careers at Falck

At Falck we’re always looking for talented individuals, HCPC qualified paramedics and emergency ambulance staff.

Falck also has a proven track record in developing patient transport staff to fully qualified paramedics.

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Global Emergency Management System

At Falck we have developed our own global resource facility GEMS which is accessible by any of our emergency ambulance staff via their own PDA.

GEMS holds a plethora of important and relevant information for staff members from NHS trust specific documents, operational and clinical bulletins to directives and pathways.

If a trust has an urgent need to roll out a protocol or change a guideline, we can communicate directly to each member of staff via GEMS and it’s tracking software.

PDA

Global Business
Local Knowledge

Falck has made its name as a global leader in ambulance services. We draw upon the skills, knowledge and experience gleaned from across the globe when providing pre-hospital support.

Due to our unique client base of NHS Trusts we’re able to learn and implement best working practice when it comes to:

  • equipment and consumables management
  • training and continual professional development
  • fleet maintenance
  • planning
  • resource management and governance
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Falck locations in the UK

582,880
patient transport journeys

380
dedicated staff

310
vehicles

Feedback

Checkout some of the great feedback we receive about our staff and services.

Can I please just say how excellently one of your staff handled a very tricky situation this afternoon.

The Ambulance Care Assistant was able to help us persuade an elderly lady who has dementia to go into a care home voluntarily.

We had tried many times to get her to agree and were ready to invoke the Mental Capacity Act (2005) which would have empowered us to ask Police Officers to effect the removal and conveyance.

Due to the staff members sense of humour and evident confidence with the situation, what would have been a very distressing scenario was avoided.

In the end, he was able to take her without incident to the care home where she is now safe from the numerous risks had she remained at home.

Well done and many, many thanks.

A member of the public was waiting in League of friends at the hospital when they slipped down in their chair and spilt a hot drink all over themselves. The gentleman had very poor mobility and had difficulties in communicating.

Three members of staff who had just dropped off their patients in the hospital were in the vicinity and went to the gentleman’s aid.

They assessed him, assisted him into a wheel chair and two members of staff took them to A&E to be checked over while the third remained and mopped up the spilt drink preventing any further accidents.

The gentleman was treated with kindness, courtesy, dignity and respect in a busy outpatient’s area of the hospital.

The patient and his wife were thrilled with our service and are extremely grateful towards their crew for an efficient and reassuring service.

The patient struggles with anxiety and felt comfortable throughout the whole journey.

The patient stated that he feels confident in using our service again and sends his thanks for the Ambulance Care Assistant’s professional behaviour.

FAQ

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Patients who meet the eligibility criteria for patient transport in are those who are registered with a local GP and who meet any of the following:

  1. Travelling by any other means would have a serious detrimental affect on the patient’s condition or recovery.
  2. The patient has restricted mobility and is unable to self-mobilise (i.e. is unable to stand or walk more than a few step), including from a pre-existing condition, where it would be detrimental to their condition or recovery to travel by any other means.
  3. The patient requires support from a qualified Non-Emergency Patient Transport Service (NEPTS) crew during the journey and is required to lie down for at least part of the journey or they are a stretcher patient.
  4. The patient is being transferred to another NHS facility and requires medical assistance during the journey.
  5. The patient requires continuous oxygen or other medical gases or intravenous support.
  6. Patient with clearly recognised disabilities who are genuinely unable to travel by private or public transport to and from their appointments
  7. Have a mental health condition or suffer from long term confusion and are unable to travel by private or public transport to and from their appointments or for the purposes of daily living by virtue of this condition

 

If your ambulance does not arrive please contact the hospital to check that your transport has been booked.

If this has been booked we wil be contacted to check where your ambulance crew are as there may be a a sufficient reason as to why they have not arrived.

In most cases once your clinic visit has been completed the hospital will notify the ambulance service. There may also be ambulance porters on site who will escort you to the PTS ambulance waiting area where our crews will be awaiting your return.

Any planned ambulance transport can be arranged by your General Practitioner (GP), Doctor, midwives for patients who are medically unfit to travel by other means. Alternatively to help support the NHS wherever possible friends, relatives or public transport should be used.

On occasions where this is not possible for example if you are medically unfit then an ambulance may be able to bring you to the hospital and return you home. Any future ambulance transport will require assessment via the hospital.

Our training is recognised as some of the most comprehensive in the industry for ACAs and we achieve 100% compliance.

All members of our ambulance crews will be equally trained as part of our standard training competencies, however on occasion there may instances where your ambulance crew may include a new member of staff who may be on a shadowing programme to allow them to gain real life scenario training.

Falck vehicles are cleaned daily and regularly deep cleaned to the standard specified by the National Patient Safety Agency (NPSA) at our network of CQC accredited ambulance stations.
Our ambulance crews are trained to deliver high quality patient care and maintain patient safety, patient dignity, respect and consent therefore we work hard to try and provide a service that best suits the patient.

A request for a gender specific crew in some clinical circumstances where particularly necessary, this may be possible. However, advance planning will be required therefore, booking must be made in advance atleast 48 hours ahead and you may also have to provide information to support this request.