E-zec adopts new patient safety reporting processes

E-zec is embracing change by implementing new procedures to ensure its service to NHS contracts is seamless and meets overarching objectives within the organisation.

With the NHS rolling out new reporting frameworks across the board, including Patient Safety Incident Response Framework (PSIRF) and Learning from Patient Safety Events (LFPSE), secondary care providers and trusted system partners, E-zec is adopting new processes in line with these developments and is using it as a toolkit to further enhance its own learning, quality improvement and development opportunities.

Anna Prowse, Head of Quality and Compliance at E-zec, said: “It’s an incredibly bold decision by the NHS in changing the reporting framework, but it’s exactly how reporting should be. PSIRF will dictate how as a provider we respond to an incident with LFPSE as a national and centralised system for recording and analysing patient events.

“As a secondary care provider, both are now mandatory at E-zec. PSIRF is due to be in place and embedded business-wide by September 2023 and LFPSE implementation being extended to September. The NHS have recognised that the existing framework was no longer fit for purpose, and didn’t actively work to enhance the culture of the industry – or the businesses working in partnership with it.

“PSIRF will provide immense learning opportunities for us and our Ambulance Care Assistants (ACAs) out on the road. It will provide us valuable insight and support our pillars of quality: complaints, incidents, health and safety, infection prevention and control, medicine management, and safeguarding. It will capture all feedback from service users (and colleagues) – both positive and constructive – and enable us to understand areas that need additional support, how we can prevent incidents reoccurring, or replicate great service for users in the future. All-in-all, it will enhance the service we provide, and ensure an even higher standard of care is achieved.

“But, alongside this, it promotes a just culture, which we entirely endorse at E-zec. It supports a culture of fairness, openness and learning, and allows staff to feel empowered and confident to speak up when things go wrong, rather than fearing blame. Supporting our team to be open about mistakes allows valuable lessons to be learnt so that the same errors can be prevented from being repeated. We value honestly, integrity, and the yearning to continually improve and make a difference.”

To find out more, Anna discusses this further here:

Anna Prowse on the adoption of PSIRF

Snow limits for E-zec’s PTLOs

A final Christmas wish has been granted, thanks to two Patient Transport Liaison Officers (PTLOs).

Emily Barlett and Johnathan Webb, PTLOs at E-zec Gloucester, arranged for a 40-year-old patient receiving end-of-life care to spend his final Christmas at home with his family.

Despite careful preparation, however, sudden snowfall meant that the ambulance was unable to access the gentleman’s home, and plans would have to be abandoned. But in true Christmas spirit, neighbours helped to clear the road to ensure this family could spend the festive period together.

Emily and Johnathan explained: “The day before we were due to be taking this patient home, we checked the accessibility after some heavy snowfall. Unfortunately, we found that the ambulance would be unable to travel down the road, meaning that we could no longer safely and appropriately escort this gentleman to his property. Without the snow quickly clearing, we’d have no other option than to delay bringing him home – a scenario that no one wanted.  

“We spoke to a neighbour while assessing the road conditions. They promised that they’d do all they could to get this gentleman home. And they did.

“The whole neighbourhood rallied round, with shovels in hand. Together, they cleared the road and ensured it was safe for us to drive the ambulance down his road, so that we could bring him home to his family for Christmas.”

Christopher Fox, Central Operations Support Manager at E-zec, added: “We’re extremely proud of Emily and Johnathan for their professionalism in providing the patient with dignity, care and compassion during a very stressful and upsetting time. And we’re extremely proud of their determination in ensuring this gentleman was home for Christmas.

“It’s so incredibly heart-warming to learn about the neighbourhood’s involvement. E-zec prides itself on being a service for its community, and this is a true example of this. What a fantastic achievement from all involved, that has allowed a family to spend valuable time together this Christmas.”

After the road was cleared for E-zec’s crew

Committed to Care: Mental Health Support

At E-zec, we’re true advocates of taking care of our mental health and aim to promote positive and effective ways to cater for our team’s holistic wellbeing. But we know that this time of year can be especially difficult – it’s cold, it’s dark, and Christmas can be an incredibly stressful and emotional time of year. Plus, the current cost-of-living crisis brings additional pressures and anxieties. But please know you’re never alone – no matter what, there’s always plenty of people you can turn to.

Justine Vaughan, Chief People Officer at E-zec said, “Despite being a nationwide business, we pride ourselves on being an organisation dedicated to our people. Our colleagues and teams are at the very heart of E-zec, and in order to provide the highest standard of care to our patients, they need to be well – both physically and mentally.

“Because of this, we’re making a business-wide commitment to support all and any team members who may be facing some challenges. The Comms team is contactable via email: comms@e-zec.co.uk, and will provide confidential (where possible) and discreet support. We’re always on hand for assistance, to provide a listening ear, or signpost to the appropriate help and support – whether it’s work-related or personal. We don’t want any of our team to suffer in silence.

“However, we understand that it can be difficult to open up, and to make the first step in reaching out for help. So, if you feel you’re not quite ready to disclose your feelings, thoughts, or worries to HR, your line manager or any of your colleagues, then please know there’s places you can seek anonymous support.”

  • Samaritans

Call Samaritans on 116 123 for free to speak to someone – available 24/7

Email: jo@samaritans.org and someone will respond to you within 24 hours

  • NHS

Call 111 for medical advice and guidance

Call 999 immediately if you, or someone else, is in danger or at risk

Or, find your local urgent mental health helpline

  • Shout Crisis Text Line

Text SHOUT to 85258 for a confidential, free text chat at anytime

(If you’re under 19, text YM to 85258)

  • SANEline

Call SANEline on 0300 304 7000 (between 4.30pm – 10.30pm)

  • National Suicide Prevention Helpline UK

Call National Suicide Prevention Helpline on 0800 689 5652 (6pm – 3.30am every day)

  • Campaign Against Living Miserably (CALM)

Call CALM on 0800 585858 (5pm – midnight every day)

Or, access their webchat service

  • Childline

If you’re under 19, you can call Childline on 0800 1111 (and it won’t appear on your phone bill).

For more support and information on helplines and organisations that can support with your mental health, check out the Mind website: www.mind.org.uk/information-support/guides-to-support-and-services/crisis-services/helplines-listening-services/

And please remember, you are not alone.

E-zec PTLO recognised in Shropshire Awards

A Patient Transport Liaison Officer (PTLO) based at the Royal Shrewsbury Hospital is celebrating after being shortlisted in a prestigious regional award which recognises local hospital heroes.

Steve Lovell, PTLO at E-zec Shropshire was nominated for Partner of the Year in the SaTH (Shrewsbury & Telford Hospitals) Trust Awards for his commitment to the industry, and his innovative developments to streamlining a more efficient and effective service.

Andrea Bayes, Renal Manager at E-zec Shropshire, said: “We were incredibly proud to learn that Steve Lovell was nominated in the SaTH Trust Awards, and we’d like to wish him a huge congratulations. He was recognised due to his dedication to improving the Non-Emergency Patient Transport Service (NEPTS) and aiming to make it a positive and seamless process for hospitals and service users.”

Steve previously worked as an Ambulance Care Assistant (ACA) for three years prior to undertaking his new role as PTLO, which he’s had for approximately three and a half years. E-zec took over the Shropshire contract in October 2021, and for the past 12 months, he’s been supporting the business with developing and enhancing NEPTS.

“Earlier this year we launched a new initiative at both the Royal Shrewsbury Hospital (RSH) and the Princess Royal Hospital (PRH), Telford, to enhance the administrative accuracy and team efficiency, along with additional staff training”, Andrea continued. “And Steve was absolutely the driving force behind this brand-new programme – since our initial meetings back in July, he’s shown nothing but positive determination and motivation. While all involved have been integral to the success, it’s without doubt that Steve’s hard work and commitment made it possible.

“This is the first time that any NEPTS provider in Shropshire has been nominated for a SaTH Trust Award, and while it spotlights Steve’s successes and personal development, it also demonstrates some of the fantastic work that E-zec are providing within the community.” 

Individuals in the local area were invited to nominate their hospital heroes as part of the annual SaTH Trust Awards. And for the second year running, readers of the Shropshire Star were asked to identify individuals or collectives that have provided exceptional care and service and exceeded all expectations of their role within the NHS / healthcare setting.

The virtual awards ceremony was held on Thursday 17th November.

Steve added: “It was such an honour to have been recognised in this way, and I’m incredibly grateful for all who nominated me. While I wasn’t crowned the overall winner of this category, I feel incredibly privileged to have had my work commended – and to have been the first from any NEPTS provider is hugely significant, because it really highlights the importance of what we do in the community.”  

ACA Pip Duffy is dubbed King of the Crooners!

A budding singer/songwriter is providing delightful entertainment to the local Ipswich community.

Pip, an Ipswich-based E-zec ACA, often serenades patients on his ambulance, and has become known locally as the ‘King of the Crooners’.

Pip said: “I’ve been with E-zec just over 12 months, and my favourite part of the role is meeting so many new and interesting individuals. I love to chat with them, and with a personal passion for songwriting and performing, I can’t resist treating them to a tune! Not only do I love it, but it always brings a smile to their faces – and if I’m lucky, they join in, too.

“I sing at weddings, private functions, and in local care homes in my spare time – many of which we frequently transport service users to and from, so it’s lovely to see familiar faces in the front row. I’m gaining quite the fanbase.”

Pip’s long-term crewmate, Ray added: “It’s very rare that I don’t hear Pip in the back of the ambulance, singing and laughing. He’s got a fantastic voice, and it really does brighten up the day – for the patients and for us. I’m usually shouting at him for an encore.”

Pip’s Road-Based Supervisor, Carl Cheadle said: “It’s such a delight to learn about Pip’s passion for music, and how he endeavours to go above and beyond to bring joy to our service users. Not only does he give back to the community in his day-to-day role at E-zec, but he performs in local care homes, waiving any fee, instead only covering his expenses.

“We’re very much looking forward to the Christmas karaoke where Pip is performing with our Senior Operations Manager, Kym Young. We’re all patiently waiting – and desperately hoping that it’s not a rendition of Hylda Baker and Arthur Mallard’s, You’re the One that I Want. But, perhaps they’ll be the next big thing… Watch this space.”

Lifetime Achievement Award for E-zec Volunteer Driver

Volunteer Driver wins Lifetime Achievement award

A Suffolk-based volunteer has been presented with a community award after dedicating years of his life to supporting his local town. 

Glenn Barker, aged 70, from Bury was awarded the prestigious Lifetime Achievement accolade at the Bury Free Press Community Awards recently, after being nominated and recognised for his contribution as a Volunteer Car Service (VCS) driver for E-zec in Suffolk.

Glenn said: “I’m still a little overwhelmed after receiving this award – I can’t believe it. I absolutely love what I do, and have been a VCS driver for E-zec since the inception of the Suffolk/Waveney contract back in 2019. Before this, I was a VCS driver for the East of England Ambulance Service for 10 years.

“About 16 years ago, I suffered a cardiac arrest. After a spell in hospital and eight weeks in rehabilitation, my only means of accessibility was through hospital transport. I was so incredibly grateful for this service, which allowed me to remain a sense of independence. So, I made it my mission to return to full health, and become part of this incredible initiative at E-zec”.

The Lifetime Achievement award recognises those who have, over a lifetime, made significant positive contributions to Bury, striving to make it a better place for those within it. Glenn was nominated due to going above and beyond – he’s driven over 900,000 miles, and has been known to personally contact service users the day before transport is arranged to ease anxieties and boost familiarity.

“The most rewarding part of the job is the people that you meet,” Glenn continued. “In my time, I’ve come across some wonderful individuals, and being able to play just a small part of the journey – in what is typically a daunting or scary time of their life – is an absolute pleasure. For example, I’ve taken young adults who’ve had kidney transplants to post-op care, and have tried to relieve some stress and anxiety for service users attending oncology appointments. 

“I’m incredibly humbled – thank you to those who nominated me. And to anyone considering becoming a VCS driver – do it! It truly is the most rewarding job in the world.”

Darron Burns, Regional Manager at E-zec Suffolk added: “On behalf of the entire E-zec team, we’d like to wish Glenn huge congratulations for this fantastic recognition. We’re incredibly lucky to have a wonderful team of VCS drivers on the ground, supporting our communities and playing an integral role in the business”.

Congratulations and very well done Glenn! We truly appreciate you!