Their non-emergency patient transport service is built around a deep-routed care for every patient and attention to detail in everything they do.

Using their decades of experience in delivering NEPTS, they carefully design services which are sustainable and accurately resourced, based on detailed service modelling. Their approach to service design and delivery preparation gives their clients and patients full assurance that a Falck service will exceed patient expectations and meet KPIs. Their people are their greatest asset and Falck crews are selected based on a clear set of characteristics, values and behaviours to fit Falck’s high standards. The Falck crew training and mentorship model is the most comprehensive in the sector. It is designed to support crews to provide the safest possible care and develop skills throughout their career at Falck.

A core principle of the Falck service is their constant drive to improve and enhance patient experience. They listen carefully to feedback collected from a range of channels including surveys, Friends and Family Tests, their clients and staff; and use this to evolve their services to meet changing needs. This flexibility and clear focus on patient experience is part of what sets Falck apart.

Falck’s operating model is rated “Good” in all areas by CQC and accredited to ISO9001, ISO14001 and ISO27001.

Facts and figures: 25+ nhs clients, 9 operating bases across England and Wales, over 1100 team members, 465 ambulances ( check and add detail about training accreditations).

Falck’s Business Quality Management Team is dedicated to ensuring the services they provide operate within the most-up-to-date regulatory, legal and policy framework, while providing an enabling environment for their front-line staff. Key activities of their BQM approach include:

• Aligning services to the most recent legal and regulatory standards
• Recording, measuring and acting upon feedback to ensure risk is minimised
• Engaging with patients and colleagues to facilitate learning and improvement
• Sharing best practice to identify where improvement can be made to services
• Maintaining a CQC rating of Good or Outstanding in all registered locations
• Maintaining the business management system policy suite in line with their ISO accreditations
• Keeping patient-focussed care at forefront of all colleagues’ actions and behaviours

They recognise that choosing a new ambulance service provider is a major step for NHS organisations. They can assure you that their dedicated mobilisation experts ensure the transition to a Falck service is smooth, efficient, managed by industry leading experts and delivers benefits to patients from day one. Falck’s mobilisation experience is second to none both in the UK and across the globe. They leave nothing to chance in their approach, managing these complex projects within a structured and well-established project methodology which keeps client and patient at its centre.

Facts and figures: 1000 staff TUPE’d in the last 5 years, 300 new vehicles deployed, 360,000 journey pa London contract launched in June 2019.

All elements of their services are designed with the patient at their centre. From fleet design, their communications material, to their journey dispatching; every aspect seeks to minimise patient anxiety and deliver a smooth chair-to-chair experience for every patient. This includes:

• A dedicated mobilisation team, clear lines of responsibility and dedicated project leadership
• Each mobilisation organised within a highly-structured project management environment
• Regular client progress reviews, organised efficiently with focused reporting and escalation
• A fully scalable, stable and established systems suite
• Access to additional operational and technical support from Flack Group
• Priority vehicle availability thought Falck’s global fleet purchasing agreements
• A dedicated communications lead to ensure all stakeholder groups are engaged
• Actively in the process and the communications approach is aligned fully with that of their client
• Patient reminder services offered by voice, automated voice or text, both in advance and on the day of transport
• Next generation automated journey dispatching which continuously calculates and updates to provide optimal scheduling in real-time
• Surveys, feedback forms, Friends and Family tests, questionnaires, service information and a clear complaints and compliments process, offered in a variety of formats to suit all their patients
• A carefully considered fleet design providing a quiet, safe and comfortable journey experience with the latest powered and manual mobility aides

The use of the latest integrated technology is central to Falck’s operating model. Their core systems are seamlessly joined into a single operating platform, designed for ease of use, compliance assurance and the application of quality data to continuously improve the services they provide.

The Integrated Technology Suite (ITS) represents years of investment and development by Falck Group to deliver a fully scalable, best-in-class ambulance technology platform globally. All operational information and data is automatically shared across the platform to optimise their demand forecasting, ensure staff deployment compliance and maximise their responsiveness to service changes.

Their dispatch system, Logis, represents the next generation solution for ambulance dispatch and is a significant advancement on any product of its type. Logis has an unparalleled auto-plan function which runs millions of calculations throughout each day of operations, constantly adjusting the schedule in response to changing events, ready times and traffic conditions. An online booking and eligibility module are built into their systems platform and are designed to be fully configurable to meet the fully range of their clients’ requirements.

Falck is a trusted partner to NHS Ambulance Services in England and is the largest private provider of emergency ambulance support. Rated “Good” in all areas by CQC, their services are safe, reliable and adapt quickly to the changing requirements of their client in this demanding environment. Falck’s Paramedics, Technicians and ECAs work in a culture supportive of their professional development needs and one which is focused on delivering emergency response services of the highest quality.