"Chilwell Childrens Centre IT Course"

About: Chilwell Children's Centre

(as the patient),

I am quite upset about the taxi not arriving today because it was an important day on my IT course doing CV's which I've had to miss out on. Also to get here on time I also had to rush my children with their breakfast and getting them dressed which upset them. It's a bit silly not sending the taxi when it had already had been booked and not phoning to say what the situation was and its inconvenient for myself, my children and the staff at Sure Start as well.

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Response from Andy White, Training and Learning Facilitator, Sure Start Children's Centres, Nottinghamshire Children and Families Partnership, Health Partnerships

Hi Dasharvey

I really do apologise for the poor standard of service you have experienced today. Nottinghamshire Healthcare trust commission a county wide taxi service to transport service users to various appointments/access services and this is not the first issue we have had with taxis not turning up on time or on some occasions not at all.

We have esclated this to both the taxi service we use and those within the trust who are involved in the commissioning of the services. I will ensure you recieve a full and proper response and can only apologise once again.

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Response from Andy White, Training and Learning Facilitator, Sure Start Children's Centres, Nottinghamshire Children and Families Partnership, Health Partnerships We have made a change

Hi Dasharvey

just to update you as a result of your posting we have now changed the way in which we deliver our taxi services county wide.

Please see statement below

Changes to taxi companies used by the Trust from 1 August 2015

From 1 August 2015, new contracts will begin with companies providing the Trust with taxi services. This document explains more about the taxi companies we will be using and how to book journeys from August.

Who are the new Taxi companies we need to use from 1 August?

We have split out the taxi service into two areas.

1. For journeys originating in the north of the county (Mansfield area) then the taxi provider remains ACE/ABC

2. For journeys originating in the south of the county (Nottingham area), there are now two providers to choose from; DG Private Hire and Cloud Cars. Customers can book from either company, but please note Cloud Cars only has a small fleet of vehicles so may not be able to meet all your journey needs.

Why are we changing providers?

The Trust currently uses ACE/ABC as its main provider across the Nottingham and Mansfield area. ACE/ABC subcontracts the majority of Nottingham work to Nottingham Cars. In addition Cloud Cars, a small enterprise also provides a limited service within the Nottingham area.

The current contract with ACE/ABC ended so we ran a competitive tender process to ensure we were still getting value for money for the service. This process also allowed us to use feedback from customers across the Trust on how we could improve the service.

What are the benefits of the new contracts?

Benefits of the new contracts to the Trust include:

• More choice for customers

• A focus on customer service

• No subcontracting arrangements, so all journeys are carried out directly with the contracted provider

• A strong focus on reducing carbon emissions; Cloud Cars Fleet is all Hybrid (petrol / electric) vehicles and DG Private Hire has 20% Hybrid vehicles within its fleet.

• Cheaper fares

• Planned training for taxi drivers of passenger mental health requirements.

• A greater range of vehicles with disabled access.

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