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I recently had a service review meeting
with the Management of the Middlesex
Hospital NHS Trust DTC Department and
although our service has generally been
excellent, there are a few points I must
mention…
Helpfulness of Drivers
There have been a number of complaints
from patients and staff; these mainly apply
to the time when passengers are leaving the
hospital after an operation or procedure. It
appears that some drivers are unhelpful, not
opening the passenger door and assisting
them in their weakened state while getting
into the taxi and also refusing to help with
bags. The passengers are not necessarily in
wheelchairs, but that shouldn’t make any
difference.
When negotiating the contract, I assured
the management that our drivers would treat
patients with courtesy and consideration,
just as we do with all passengers. Messages
have been added to the trip details that the
passenger may need assistance. So really
there is no excuse not to comply. I must say
that I am more than a little surprised that
I have to make this point…
Some drivers have been concerned that due to the number of
financially rewarding trips booked every
day, why we are
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not calculating fixed rates for certain
journeys. Previously this was not something
that the Middlesex Hospital would consider.
The most important issues were to make sure
that patients got to their appointments on
time. However, within the coming weeks, fixed
rates - especially for journeys coming from
and going to the suburbs - will be
implemented.
There are 2 reasons for this change:
1. There has been another supplier who
has had meetings with the Middlesex
management with a view to taking on our work
and offering fixed rates was also part of
their presentation. Looking at some of the
rates offered, we are comparable in cost. I
must make it clear, however, that I will not
calculate rates that could jeopardise our
service and the rates will have to be
acceptable to both drivers and the
Middlesex.
2. During our discussion, it was
stated that there could be a 25%
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increase in trips. This is because patients will be
coming from more hospitals in other suburban
areas and outside the M25. Providing we keep
our service levels to an optimum and save
costs where we can, it was indicated that it
would not be in the interest of Middlesex
Hospital management to change suppliers. They
have been happy with Dial-a-Cab drivers,
Account management and the Call Centre team.
Driver’s Instructions
Many drivers are not looking or adhering
to instructions on their terminal. These
instructions are implemented on behalf of
the client and could involve different
pick-up details than normal, where to wait
and name of passengers etc. Please look at
the trip details and do not second-guess. If
you have any problems, then go to voice.
Your conversation is recorded for future
clarification.
This will be my last article in Call Sign
for this year; I therefore take this
opportunity to wish you and your families a
Merry Christmas and a Healthy and Peaceful
New Year…
Mike Son
Customer Services/
Special
Projects
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