Patient transport service built around the needs of residents
Healthwatch Brighton and Hove, Healthwatch East Sussex and Healthwatch West Sussex have worked closely with Sussex NHS commissioners to ensure the revised service specification for non-emergency transport across the region reflected patient feedback. It was important that the new service avoided past failures which had left some patients stranded or missing their appointments.
What changes did residents ask for?
In 2020, residents told Healthwatch in Sussex what improvements they wanted to the existing service, which included knowing when their transport would arrive, and being notified of changes or delays to the service. They also wanted it to be easy to check where their vehicle was and for clearer eligibility guidance.
Based on this feedback, Healthwatch in Sussex made recommendations to ensure patients were at the heart of the new contract. Between 2021 and 2024 they supported commissioners as they developed the new contract, influencing the final wording and specification and helping evaluate bids to ensure the chosen provider met the community’s needs.
What has changed as a result?
As a result of their work, a new non-emergency transport service has been provided across Sussex, from April 2025. The new service is more expansive and responsive, supporting patients for at least 12 hours a day, seven days a week.
In line with public feedback, it’s now easier for patients to get information. A single coordination point, available seven days a week, means patients know who to contact, and the team can advise them on eligibility and alternative services.
Meanwhile, technology such as web-based portals and mobile phone apps will give timely updates so patients can be ready for their transport's arrival.
The new service has improved accessibility, including a translation service, guidance in Easy Read and translated materials, support for those with visual or hearing impairment, and flexible drop-off locations. The service also improves provision for mental health patients.
Healthwatch in Sussex hope these changes are just the start. They recommended patient groups be established across Sussex, allowing patients to give ongoing feedback to influence future changes.
Healthwatch in Sussex are also working with the new provider to develop a patient-led review of the new service to identify what is working well and where additional focus is needed.
Recognition for improving local services
Over several years, Healthwatch in Sussex has worked to improve patient transport across the region.
Healthwatch in Sussex recently won a national Healthwatch Impact Award for their work to ensure patient feedback was used to build a better transport service for everyone in Sussex.
