Hammersmith Hospitals NHS Trust

The Problem

The creation of a renal transport service which runs on time so that the clinics can maintain a strict timetable of treatment and patients can get home after a long and exhausting day of dialysis.

When we took over the contract from the incumbent provider the service for renal dialysis patients at Hammersmith Hospital, Charing Cross Hospital and satellite units across the whole of West London, was facing increasing complaints of constantly missed or late arrivals for treatment from both the clinics and patients.

The Solution

As leaders in renal transport we were tasked with remodeling the service.

The Action

Working closely with the units, driver's shifts were aligned with the renal services needs and regular drivers were assigned scheduled routes for the same patients.

The Results

As a result arrival times improved and patient's sense of frustration and stress was reduced; at the same time relationships improved between drivers, patients and the dialysis unit staff which helped to create a more efficient service for everyone involved.

Other benefits included a reduction in the number of aborted or wasted journeys and improved forward planning and the possibility of the zoning of patients in some cases.