Ambulance Volunteer Car Service Policy and Procedures

33 Pages·2009·0.39 MB·English

Ambulance Volunteer Car Service
Policy and Procedures

Document Profile Box
Document Reference: QSSD 615
Version: 0001
Ratified by:
Date ratified:
Name of originator/author: Les Mullen
Name of responsible

committee/individual:
Date issued:
Review date:
Target audience: Volunteers in Ambulance Car Service
Document owner:
Authorised signatory:
Contents

Section Page
1 Introduction 3
2 Context 3
3 Selection of Volunteer 3
4 Local induction 4
4.1 Content 4
4.2 Utilisation 5
4.3 Induction Attendance 5
4.4 Induction Training Compliance 5
5 Volunteer Agreement 5
5.1 Payment of Expenses 5
5.2 Driving Licence 6
5.3 Insurance 6
5.4 Availability 7
5.5 Physical / Mental Fitness 7
5.6 Vehicles 7
5.7 Driving Skills 8
5.8 Training 8
5.9 Service Specification and Code of Conduct 8
6 Equality and Diversity Statement 12
7 Documentation Requirements 12
8 Management of the Service 13
Monitoring compliance with the effectiveness of procedural
9 13
documents
10 Consultation approval and ratification process 14
11 Dissemination and implementation 14
Appendices
Appendix A Volunteer Code of Conduct 15
Appendix B List of Trust Designated Officers 19
Appendix C ACS Travel and Subsistence Rates and Allowances 20
Explanation of the Law relating to the Use of Handheld Mobile
Appendix D 22
Devices whilst Driving
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Policy And Procedures
Ref: QSSD 615 Version: 0001 Status: Draft Issue Date: August 08

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Section Page
Appendix E Risk Management – General Policy Statement 24
Appendix F Confidentiality 26
Appendix G Infection Prevention and Control 27

1. INTRODUCTION
This policy sets out the arrangements within the North East Ambulance Service NHS Trust
(the Trust) for the operation of the Ambulance Car Service (ACS) and addresses the
following:
• Selection of volunteers.
• Terms and conditions of Volunteering.
• Role of volunteers, operating instructions and code of conduct.
• Operational management.
• Monitoring arrangements.
• Operational audit.
Note :
The Ambulance Car Service is a Voluntary Role, and as such does not constitute any
Contractual arrangement or any Contract of employment, stated or implied, with The
North East Ambulance Service NHS Trust.
All Volunteers are required to declare a clear understanding of the Volunteer Status,
by signing and returning a copy of this policy.
All Volunteers will also be acknowledging that they may cease to be available as a
Volunteer at any time, and the Trust may also cease to use, without being required to
give any formal notice.
2 CONTEXT
2.1 The Trusts’ Patient Transport Service (PTS), provides a range of transportation for
non-emergency patients travelling between their homes, hospitals, clinics and
community units. The purpose of the journeys covers a variety of activities such as
outpatient visits, treatment, admission, discharge and transfer, with all activity being
co-ordinated through Patient Transport Controls at Ambulance Headquarters.
2.2 The criteria for patients’ use of PTS is based on clinical, social and demographic
needs under guidance issued by the NHSME (HSG (91)29). Clinical need must be
determined by a doctor, dentist or midwife on the principle that each patient should
be able to reach hospital in a reasonable time and in reasonable comfort without
detriment to their medical condition.
2.3 The Trusts’ PTS service is, in the majority of cases, delivered by the Trusts’ own
staff with the Trusts’ own vehicle fleet. This service is supplemented by the ACS
operated by volunteers using their own vehicles. These volunteers are unpaid and
not employed by the Trust but do receive reimbursement of expenses. The
ACS is an integrated and valued part of the PTS.
3 SELECTION OF VOLUNTEERS
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3.1 The Trust will select ACS volunteers in accordance with the principles of this Policy.
3.2 The Trust criteria for candidates wishing to be considered for ACS Volunteer
activities is that volunteers must / must be:
• Under 70 years of age due to DVLA licence standards.
• Physically and mentally fit.
• Be of good character and provide at least one character reference.
• Contactable by telephone and must possess a mobile phone.
• Ideally possess a full clean driving licence.
• Possess a suitable Vehicle.
3.3 Selection for Volunteers will be made by completion of an application form, driving
assessment, interview, Criminal Records Check, acknowledgement of vehicle
suitability, and character reference.
3.4 Volunteers will be required to complete a medical questionnaire and if necessary
undergo a medical and eyesight examination arranged by the
Occupational Health Department of the Trust, prior to commencing Voluntary
activities.
3.5 A suitably qualified officer of the Trust will assess the driving skills of each
volunteer. If, in the Trusts opinion, the Volunteers driving skills and the volunteers’
proposed vehicle do not meet the Trusts’ requirements, the application will not be
progressed any further.
3.6 Successful volunteers will be required to attend the appropriate training courses as
organised by the Trust. Training will be related to ACS journeys outlined in the
training pack, and include induction training prior to commencement, followed by
compulsory refresher training as required by the Trust.
3.7 Owing to the nature of the Trusts’ business, volunteers will be subject to an
Enhanced Criminal Disclosure check. Volunteers will only be accepted into the ACS
subject to verification of details provided through the criminal record bureau check.
Prospective volunteers will be required to consent to this check when all other
assessments have been successfully completed.
3.8 Any mileage costs incurred during the interview, assessment and training process
will be reimbursed by the Trust.
4 LOCAL INDUCTION

4.1 Content
The induction course is compulsory and will cover the following;
• Utilisation of Volunteers
• ACS policies and Procedures
• How journeys are allocated.
• Instruction on Completion of Claim Forms and Log Sheets
• Incident Reporting
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• Contact with PTS Control
• Basic CPR and Patient Handling and Care
• Confidentiality
• Infection prevention and Control
4.2 Utilisation of Volunteers

Ambulance Car Service Volunteers are utilised to provide an alternative to
ambulance transport for walking patients travelling to and from treatment
centres, primarily in the North East, but also to other parts of the country as
required. Volunteers determine their own availability.

4.3 Induction Attendance
All Volunteers are required to attend the Induction Training and any future training
deemed by the Trust as a requirement for the Ambulance Car Service Volunteer. The
Induction training must be attended prior to commencement of allocation of any
journeys.
4.4 Induction Training Compliance
All Volunteers will be required to sign the Induction Training Schedule on
completion of the Induction Day.

5 VOLUNTEER AGREEMENT
5.1 Reimbursement of Expenses
5.1.1 Volunteers undertake ACS journeys on an unpaid basis. They will however, receive
reimbursement of expenses by way of a mileage allowance of 39 pence per mile.
The expense rates are periodically reviewed using the AA website information for
base discussion with the ACS Focus Group.
5.1.2 Additional out of pocket expenses will be payable for any journey involving an
overnight stay to cover the cost of meals (see appendix C). All claims for meals will
require receipts. Accommodation will be booked and paid for by the Trust directly.
5.1.3 An allowance of £1O per month will be paid to cover the cost of mobile telephone
calls.
5.1.4 .An allowance of up to £1.25 per month will be paid to cover postal costs for
expense claims and log sheets.
5.1.5 Claims for mileage and expenses shall be made on the claim form supplied by the
Trust. When completed they should be forwarded to the Ambulance Car Service
Administrator at Ambulance Headquarters.
5.1.6 Volunteers are required to provide the Trust with their Bank details in writing, by
completion of form AHQ 48 on their Induction Course.
5.1.7 Reimbursement of expenses are made by BACS (electronic bank transfer) in
arrears, with claims being accepted by the Trust as follows;
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Calendar Monthly
1st of the month to the 15th
16th to last day of the month
Claims which fall outside these criteria will be returned for correction.

5.1.8 All claims will be checked and any discrepancies investigated. Any potential
fraudulent claims will be withheld until an investigation has been completed. Any
proven fraudulent claims may lead to criminal prosecution.
5.1.9 Volunteers should note that in certain circumstances expenses payments carry a
tax liability. It is the responsibility of the volunteer to deal with matters of taxation
associated with the ACS. Details can be obtained through HM Inspector of Taxes.

5.2 Driving licence
5.2.1 All volunteers should possess a full and preferably clean current driving licence. The
driving licence will be inspected annually, by the ACS Administrator.
5.2.2 Any driving related endorsements or convictions must be reported to the ACS
Administrator immediately. The Trusts’ officer will then decide on the course of
action to be taken.
Examples Outcomes
• Speeding May cease to use
• Dangerous driving Cease to use
• Driving without care and attention May cease to use
• Driving under the influence Cease to use
5.2.3 The Trust reserves the right to view any volunteer’s driving licence on request
5.3 Insurance
5.3.1 The Trust requires all ACS volunteers to have fully comprehensive insurance
covering transportation of patients to and from treatment centres and at all times
whilst carrying out journeys as a Volunteer. A copy of the renewal certificate must
be provided on an annual basis, to the ACS Administrator.
5.3.2 Volunteers are required to ensure that their insurance fully covers patients and
carers travelling to and from treatment centres, against any risk whilst travelling in
their vehicle and Volunteers are required to provide proof from their Insurance
Company that this activity is covered. Volunteers should also make their Insurance
Company aware, that they receive expenses for this activity.
5.3.3 The Trust does not accept any responsibility or liability for damage or injuries to
either volunteers, patients or any other third party, incurred in the course of journeys
made as a Volunteer. It is therefore essential that volunteers assure themselves
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that they obtain a letter of authority from their insurance company confirming that
they are covered to undertake journeys on behalf of North East Ambulance Service,
with full passenger liability. A copy of this letter must be forwarded to the Trust
before commencement of any voluntary activities. All claims for damage or injury
shall be pursued by the volunteer through their insurance company.
5.3.4 The volunteers must inform their own motor insurer if the annual mileage covered
whilst undertaking voluntary activities exceeds 10,000 miles per annum. A copy of
this letter and the response must be forwarded to the Trust
5.3.5 Volunteers must cooperate with the Trust in the event of any claims received

5.4 Availability
5.4.1 ACS volunteers are asked to nominate days and times when they will be available
for allocation of journeys and to notify the ACS Administrator or the Planning
Department. Volunteers are of course at liberty to change their availability, but are
asked whenever possible to give the ACS Administrator or Planning Department at
least 48 hours notice of these changes.
5.4.2 Notification of availability is not a guarantee that journeys will be allocated as all
ACS activity is at the exigencies of the service.
5.4.3 Journeys will normally be allocated and notified to volunteers on the day before
travel, by fax (which will be supplied by the Trust if required), or by telephone in
respect of short notice changes.
5.4.4 No assistance is given by the Trust in respect of reimbursement of telephone
installation or rental costs.
5.4.5 No assistance will be given by the Trust in respect of reimbursement of telephone
call costs as this is included in the patient journey mileage rate. However, a fixed
monthly payment of £10.00 will be made towards the cost of running a mobile
telephone which is used for ACS purposes. This payment will be reviewed annually.
5.5 Physical/mental fitness
5.5.1 Volunteers are required to assist patients to/from and into/out of the vehicle. Patients’
personal belongings will also need to be transported. It is essential therefore, that
volunteers have sound general health to enable them to facilitate this activity.
5.5.2 Any medical condition affecting the volunteers’ driving ability, and subjecting patients
to risk whilst in that driver’s care, must be reported immediately to the ACS
Administrator. The Occupational Health Department can provide specialist advice
in these circumstances.
5.5.3 Attention is also drawn to the 1972 Road Traffic Act which requires that all drivers
must advise the Licensing Centre, without delay, of the onset or worsening of any
medical condition which is likely to affect their driving, putting Patients and the
general public at risk. The Trust must be advised of any change in the volunteers’
health which may affect their ability to carry out journeys on behalf of the Trust.
5.5.4 Volunteers will be asked to complete a health questionnaire prior to commencement
and periodically thereafter. They may also be required to attend a medical
examination as deemed necessary.
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5.6 Vehicles
5.6.1 Vehicles used by Volunteers must be a 4-door family saloon size as a minimum to
allow easy access and egress for patients who may not be fully mobile. The vehicle
must be fitted with both front and rear seatbelts and be in a clean sound condition.
5.6.2 Vehicles in excess of 7 years of age are not normally considered suitable for ACS,
but this may be waived for exceptional vehicles at the discretion of the Trust and the
appropriate Trust officer.
5.6.3 The vehicle must be covered by fully comprehensive insurance (see section 5.3.1)
and possess a valid Ministry of Transport (MOT) test certificate where applicable.
MOT and insurance certificates must be submitted annually.
5.6.4 The vehicle must be maintained in a clean condition both internally and externally.
5.6.5 The vehicle should be covered for breakdown through membership of a recognised
motoring organisation.
5.6.6 Any change in vehicle should be reported immediately to the ACS Administrator.
This includes use of a loan or courtesy car.
5.6.7 The vehicle may be re-assessed for fitness of purpose at any time by the Trust.
Checks on speedometer may be requested at any time by a representative of the
Trust for audit purposes.
5.7 Driving Skills
All volunteers are required to pass an initial driving assessment before
commencement as a Volunteer. The Trust also reserves the right to reassess
volunteers on an annual basis.
5.8Training
5.8.1 Volunteers are required to attend an initial induction course and to achieve an
acceptable standard of competence. The Trust will also require ACS volunteers to
attend a half day refresher course as determined by the Trust. The Trust reserves
the right to refer a volunteer for additional training as and when it is deemed
necessary, in order to ensure that the required level of competence is maintained.
All volunteers must meet the necessary level of competence for an ACS volunteer;
failure to do so will result in the cessation of use as a Volunteer.
5.8.2 ACS volunteers will receive training in the correct procedures for supporting walking
patients. Patients who are immobile or require other than the most limited
assistance will be transported by PTS crews.
5.9 Service specification and code of conduct
5.9.1 Other than as previously dealt with ACS volunteers are required to transport patients
in accordance with agreements between the Trust and the hospital units served.
Volunteers should be aware that once the patient leaves home they become the
responsibility of the Trust until they are handed over to a responsible health care
professional and similarly on the return journey until they are back in their own
home, and as such must adhere to the following;
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5.9.2 Volunteers must carry and display identification at all times.
5.9.3 On arrival at patients address
• Park in a safe position as near as possible to the patients address.
• Knock on door or ring doorbell.
• Introduce yourself and offer identification.
• As far as reasonably practical ensure electrical appliances have been switched
off.
• As far as reasonably practical ensure home is secure and patient has keys,
appointment card and medication etc.
• Escort patient from the door of the house to the vehicle with any luggage or
belongings.
• If patient does not answer door contact PTS Control immediately for advice, wait
a few minutes then leave a no reply slip.
5.9.4 At the vehicle
• Decide if patient will sit in the front or rear of the vehicle (this may be determined
by medical condition, e.g. will need to sit in the front if knees cannot be bent)
• Open the vehicle door.
• Help the patient safely into seat.
• Ensure the seat belt is fastened.
• Safely close the door.
5.9.5 Driving
• ACS volunteers must at all times, drive smoothly, safely and within the law.
• The patients benefiting from travelling with Volunteers are non-emergency
patients therefore high speeds are inappropriate.
• Volunteers must not smoke or eat whilst conveying patients.
• No alcohol must be consumed before or during transportation of patients.
• Volunteers must always follow the shortest available route. Volunteers must
abide by the law regarding the use of mobile phones – see Appendix D
5.9.6 At the hospital/clinic
• ACS volunteers may use designated ambulance parking areas for delivering or
collecting patients.
• Patients must be escorted to their destination department and if necessary
helped to book in.
• Whilst waiting for patients volunteers must not obstruct ambulance waiting areas
or other designated no waiting zones.
• Patients should be collected from the department or designated collection point
and escorted to the vehicle.
5.9.7 On return
• On arrival at the patient’s home or return destination volunteers must escort the
patient from the vehicle and safely settle them in their home.

5.9.8 All incidents including road traffic accidents (service policy refers)
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• Volunteers involved in road traffic accidents must abide by guidance contained
within the Highway Code.
• Volunteers must inform PTS Control of any incident, as soon as is reasonably
practicable, providing details of the incident and any patients involved.
• A written report of the accident must be submitted to the Planning Manager at
Ambulance Headquarters within 3 days of the accident, using the Trust Incident
Report Form NEAS 07, provided by the ACS Administrator. The following
information should be provided:
1. Date of accident.
2. Location of accident.
3. Registration numbers of vehicles involved.
4. Name of driver.
5. Name and address of everyone in the vehicle.
6. Details of any injuries sustained.
7. Insurance details of other party.
8. Police reference number (CAD) if reported.
9. Witness statements if applicable.
10. For any road traffic accident or incident entering or exiting the vehicle
confirmation that this has been reported to volunteers motor
insurance
5.9.9 Injury or Incidents involving volunteer, patients or third party.
• Any injury sustained in the course of transporting patients, must be reported to
the appropriate Trust officer as soon as reasonably practicable.
• Volunteers will then be required to complete an Incident Report Form NEAS 07
obtained from the ACS Administrator. This must be completed and returned
within 5 days of the accident.
5.9.10 General
• Volunteers must be polite and considerate to patients and hospital staff at all
times.
• Seat belts must be worn by both volunteers and patients in their care.
• Escorts may only be carried where authorised in the booking.
• Volunteers are asked to remember that spare seating may be required for
additional patients on the return journey.
• Patients may request to take their own folding wheelchair/mobility aid to the
hospital when it has not been booked. This will be at the discretion of the
Volunteer, as to whether there is available space to transport the folding
wheelchair/mobility aid.
• Volunteers are reminded that whilst the patient may require a degree of
assistance there should be no need to physically lift patients. If this proves
necessary or if the driver has any cause for concern he/she should contact PTS
Control for advice.
• With the exception of guide dogs, animals must not be carried whilst conveying
patients. Guide dogs will only be allocated after consulting the Volunteer.
• Volunteers are reminded that hospital schedules depend on arrival as close as
possible to appointment times. It is undesirable for patients to arrive very early
or very late.
• Patients must only be dropped off at the destination on the booking. This is to
help prevent accidents and to avoid the possibility of patients “going missing.”
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Policy And Procedures
Ref: QSSD 615 Version: 0001 Status: Draft Issue Date: August 08

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