Arriva patient transport is fined for third year in a row

Arriva Transport Solutions has been fined for every year it has held the contract in Leicestershire

A private ambulance service has been fined for the third year in a row for failing to meet targets.

Arriva Transport Solutions won a contract to carry non-emergency patients in Leicestershire and Rutland three years ago.

But it has repeatedly missed performance targets and has been fined £44,833.

Arriva said it is now dealing with more patients and an increase in patients with complex needs.

The contract with the company, previously working under the Ambuline name, has a series of targets for carrying patients, some of which have not been meant.

It should collect 90% of patients within an hour of a request but that is only managed 66% of the time.

And 90% of patients on short journeys should spend less than an hour in the ambulance but that figure is 61%.

Michael Burden was left for nine hours waiting to be transferred hospitals after he was treated for a stroke.

Michael and Vela Burden were left wondering what was going on when an ambulance did not appear for nine hours

His wife Vela Burden said: "Arriva... say all the time it was exceptionally busy. But the nurses on the discharge lounge said it's always like this, it wasn't exceptionally busy. It's always the same and they've always got the same tale. They are just not providing a service."

West Leicestershire Clinical Commissioning Group, which manages the contract, said it was continuing to work with Arriva to improve services.

A spokesman said: "Arriva have made significant changes to both their vehicles and their processes over the course of the contract in order to improve service delivery."

Asiya Jelani, head of communications and engagement at Arriva, said the number of treatment centres had tripled since it took over the contract and it had seen an increase in patients with complex needs.

A statement said: "We are working closely with our commissioners to review the service. This includes working with our healthcare partners to minimise the impact of these additional pressures as well as continuing to move forward with an internal improvement programme."