Appendix 1, Health Overview and Scrutiny Committee

Committee report · Health Overview and Scrutiny Committee · Thu 17 Sep 2026 · East Sussex County Council · agenda item 6

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“Following feedback and independent survey work by Healthwatch, the ICB and EMED hold monthly meetings to deliver on key recommendations from the survey which included an awareness campaign is underway to increase uptake of the "Patient Zone" real-time vehicle tracking app, addressing survey findings where 73% of patients were unaware of the tool. Mandatory training compliance is at 90.0%, covering dementia awareness,”
“Regulatory Assurance (CQC Inspection) The CQC inspected EMED Sussex five months into contract mobilization (November 2025), publishing its report in June 2026 with an overall rating of Requires Improvement (Good for Caring). The inspection identified regulatory breaches under Regulation 12 (Safe Care and Treatment) and Regulation 17 (Good Governance). In response, EMED implemented an Integrate.”

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The service now handles about 23,000 to 24,000 patient journeys a month, but call answering, punctuality and discharge wait times are all below their targets. p6 p16 p17 p18

A CQC inspection rated the service Requires Improvement overall, and EMED has since completed a rectification plan including staff training and vehicle safety checks. p10

The Committee is being asked to note the service's performance challenges, the improvement plan aimed at Winter 2026/27, and the completed actions under the CQC rectification plan. p50 p51 p52

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p6Following initial mobilisation, operational activity volumes have stabilised at approximately 23,000–24,000 patient journeys each month across Sussex.
p10CQC inspection rectification: Following a CQC inspection five months into mobilisation (report published June 2026, rating the service Requires Improvement overall and Good for Caring), EMED has completed its core rectification plan, including achieving 90% mandatory training compliance, establishing a subcontractor portal, and auditing vehicle safety.
p16Challenged 59.71% of calls answered within 90 seconds overall for Q1 (dropping from 63.42% in Apr to 53.76% in Jun). Target 90.00%, threshold 85.00%.
p17Inbound Punctuality Challenged 75.11% for Renal (Ref 04) and 65.98% for Non-Renal (Ref 05a) arriving within 45 mins prior to appointment. Long-distance non-renal (>50 mi) sits at 69.28%. Target 90.00%, threshold 80.00%.
p18Discharge Wait Times Challenged Pre-planned discharges collected within 60 mins sit at 54.44% (dipping to 48.18% in Jun). Same-day discharges within 120 mins average 69.20%. Mental Health same-day within 60 mins sits at 58.67%. Target 80.00%, threshold 75.00%.
p50· Note that while total monthly journey volumes have stabilised and safety metrics remain robust (with low complaints at <0.14% and zero severe/fatal PSIRF incidents), operational KPI performance remains challenged across call answering, punctuality, and discharge wait times.
p51· Note the targeted Recovery and Action Plan underway—including fleet re-balancing, contact centre staffing adjustments, and contractual re-baselining—to improve KPI performance ahead of Winter 2026/27.
p52· Note the completion of core actions under the CQC Integrated Rectification Plan and the ongoing fortnightly commissioning oversight in place to maintain regulatory compliance.

Places and organisations it names

East Sussex County Council

Other papers for this meeting

Health Overview and Scrutiny Committee agenda · Committee agenda
Appendix 1, Health Overview and Scrutiny Committee · Committee report
Appendix 1, Health Overview and Scrutiny Committee · Committee report
Appendix 1, Health Overview and Scrutiny Committee · Committee report
Appendix 2, Health Overview and Scrutiny Committee · Committee report
HOSC Work Programme September 2026 · Committee report
HOSC future work programme · Committee report
Minutes of the meeting held on 9 July 2026 · Committee report
NHS Surrey and Sussex update · Committee report
Non-Emergency Patient Transport Service · Committee report
Provision of Audiology Services in East Sussex · Committee report
Uckfield Day Surgery · Committee report

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