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Scheduled Care Toolbox

The Scheduled Care Programme was a five year improvement plan designed to make the Patient Transport Service (PTS) a more efficient and responsive service for patients across Scotland.  

The key objectives of the PTS Improvement plan were to:

  • consistently apply a clinically focused Patient Needs Assessment, both on the calls and through the web browser
  • roll out internal service re-design of the Area Service Offices, developing three Regional Contact Centres in Inverness, Cardonald and South Queensferry
  • make information available on non-clinical Healthcare Transport providers through Cleric (software our call takers use)
  • provide national and standardised communication to patients around PTS
  • control resources and information in real time, through the use of MDT (tablet computers in ambulances)

The Scheduled Care Programme is being delivered in two phases; phase 1 was completed in March 2013 with phase 2 completed in March 2015.

This toolbox is a resource for our partners to use to find out more about the project, details on how to give us feedback and suggestions and where they can download information for patients.

Patient Needs Assessment

The Patient Needs Assessment (PNA) tool is a guide to aid staff, based within our regional Ambulance Control Centres, to have a conversation with patients (or someone on behalf of a patient if necessary) regarding their clinical and medical need for patient transport.  The PNA was created and evaluated in partnership with clinical staff (internal and external), patient representatives and operational Scheduled Care (Patient Transport Service) staff. 

The PNA will constantly be evaluated to make sure it is offering appropriate and adequate support to staff in ascertaining the clinical and medical needs of patients and also making sure all patients are treated fairly and consistently. 

If you would like more information about the PNA, please complete this form

Patient Leaflet


Form for providing us with feedback and suggestions

Patient feedback