PTS Update

SECAmb’s vision ‘We will match and exceed international excellence through embracing innovation and putting the patient at the heart of everything we do’ Our strategy to achieve our vision is to strengthen and extend our main activities through adopting the principles of high performance: Response time reliability Customer satisfaction Clinical effectiveness Economic efficiency

NON-EMERGENCY TRANSPORT Who are our patients? We hear, see, treat and transport a tremendously diverse range of patients every day SECAmb CRITICALLY ILL Stroke Trauma Heart attacks Cardiac arrest ACUTE / URGENT Non-life threatening illness and injury Long-term condition NON-EMERGENCY TRANSPORT Patients who need support in attending routine healthcare appointments 111 SERVICE Patients who have a range of non-emergency clinical needs or need advice or support

Service advances require a “Shift Left” The “total-system healthcare win” is in the home Lower cost (good for plans, employers) Higher quality of life (good for consumers) The key focus for all competitors will be on home-based, consumer-centric healthcare solutions HOME CARE FOCUS: Prevention Knowledge Fitness Wellness Dr Communications Chronic Care and Outpatient Medications Monitoring Community Medical Communications HOME CARE Specialty Pharmacy Healthy, Independent Living Community Clinic Chronic Disease Management Doctor’s Office SHIFT LEFT COMMUNITY CARE Assisted Living Quality of Life Skilled Nursing Facility ACUTE CARE Slide from Intel Cost / care curve Bottom right hand corner – quality low – cost high Need a connected home As an industry, we need to SHIFT LEFT Healthcare happens in the home – we call it the FHM Bill – creating packages of solutions for the consumer and the web to SHIFT LEFT Today, we use doctors and physicians applications from their offices Specialty Clinic Community Hospital ICU £1 £10 £100 £1,000 $10,000 Cost of Care per Day Source: Intel.com

SURREY 600 Patients per day 80 booked on day 80 cancelled on day 11 Patient Mobility's 6 resource types 300 healthcare locations 100 locations every day SUSSEX 900 Patients per day 90 booked on day 90 cancelled on day

Right Price

On time, with a friendly smile, a helping hand and a kind heart Quality Service On time, with a friendly smile, a helping hand and a kind heart

What do we need to fix? Planning PDA’s Crews Control Complaints Senior Management

Truth is… Planning 85% of patients on time PDA’s Capture 97% of patients travel times Crews Are highly regarded by patients Control Manage 1500 patients per day Complaints 99.97% don’t complain Senior Management Overseen £2m turnaround Truth is…

Truth is… The majority of patients, the majority of the time, are being well served. 85%

information at the speed of thought masonsoft information at the speed of thought

Individual Contribution “What can I do to ensure that the vast majority of patients, for the overwhelming majority of the time, are being well served?”

Circle of Influence

Feeling it?... Let’s be nice to each other Let’s help each other Let’s care about each other Let’s be dependable for each other

To most people these are just words, to SECAmb PTS this is who we are. Friendly Helpful Caring Reliable To most people these are just words, to SECAmb PTS this is who we are.

Observable Standard Don’t Want Want to See Exceptional Performance   Don’t Want Want to See Exceptional Performance Friendly Does not acknowledge patients or colleagues. Sentiment:  Being nice to each other. Always smiles and acknowledges patients and colleagues. Consistently able to lift the mood of the group. Helpful Does not work with patients and colleagues to overcome obstacles. Sentiment:  Can-do attitude. Works with patients and colleagues to overcome obstacles. Consistently identifies and responds to patients and colleagues unspoken needs. Caring Does not enquire after patients or colleagues wellbeing. Sentiment: Shows Genuine Interest Always enquires after patients and colleagues wellbeing. Instinctively offers support to colleagues and patients. Reliable Often lets colleagues down.   Is frequently late for patients Sentiment: On time and dependable Is consistently on time for patients and can be depended upon by colleagues to deliver the service. Is consistently on time, always completes their planned work and regularly volunteers for extra work.