Healthy interest in shuttle changes Angst and concern evident at meeting to update volunteers on plans
A meeting on the future management of the Dannevirke Community Health Shuttle appeared to leave people with more questions than answers.
Tararua Health and Wellbeing Governance Group chairwoman Sharon Wards facilitated the meeting that was attended by St John Central Region community programmes manager Julie Taverner and community transport manager Leigh-Anne Herewini.
The meeting was to update shuttle volunteers on plans for the future management of the service which would see bookings entered into a centralised system, an 0800 phone number activated and the appointment of a paid administrator based in Palmerston North.
“We recognise the angst and concern that brought you to this meeting but we want to make sure that throughout this process we are all on the same page,” Wards said.
Community initiative
Acknowledging that the health shuttle service was originally initiated by the Dannevirke community to meet a need, the service has grown to the point where St John recognised that with increased compliance and health and safety requirements, local communities required more support to provide a sustainable service into the future.
“There are 37 shuttle services around New Zealand, encompassing a range of rural and urban services with varying journeys and volumes. All are unique in their communities. In the last 12 months more than 84,000 clients have been transported by shuttle services. There are 800 volunteers across New Zealand who have put in 98,000 hours and have collectively travelled over 2,233,000 kilometres.”
In 2008 the Dannevirke shuttle service transported 2500 clients, travelled 76,000km and volunteers clocked up 5900 hours.
Last year the service transported 3500 clients, travelled 112,000km and volunteers worked 6200 hours, Taverner said.
“Providing a service such as this comes with challenges and our director Sarah Manley has worked toward a strategy to make the service sustainable in the future.
“We are seeing a trend with social isolation growing as District Health Boards centralise services. A social impact report identified that community transport was vital and needed to be sustainable in the future.”
She also noted that feedback from volunteers found that compliance and paperwork was taking a lot of time.
Online booking
An online booking system, known as the Goodman system, was devised by a Feilding volunteer to streamline the system.
At the time Gary Goodman was a member of the St John Palmerston North area committee.
His insights into the use of the system as a volunteer plus the knowledge of supporting processes across an area was extremely valuable, she said. important that they learn from volunteers.
“We need the local feedback and information sharing is important.”
Herewini emphasised that there would be a transition period.
“We are not going to say ‘this is happening from Monday’. There is no timeframe but we need to achieve what the rest of our services are achieving.”
Another volunteer said it appeared St John was trying to fix something that wasn’t broken.
Taverner responded that the decision to implement changes had been made by St John because it needed to move forward, for sustainability, to keep volunteers trained and keep volunteers and clients safe.
One volunteer indicated her concerns about use of the passenger information. She reported that passengers can receive letters from St John asking for donations and mistakenly believing these donations were going toward the shuttle service.
“I’ve had to explain to them that the donations are going to St John, not the shuttle.”
Herewini said the letters would have been sent out because the client had accessed another St John service such as completing a first aid course or using an ambulance.
But she said the Goodman system was not part of the St John database for fundraising and must comply with the Privacy Act so there is no disclosure of client/passenger information.
Confusion concerns
Some expressed concern around the use of an 0800 number.
It was felt to be confusing for elderly people who were faced with a list of options to choose from when they phoned, but Herewini said users in Dannevirke would only have two options to choose from.
Another volunteer raised the issue of clients being given envelopes to place their donations in and then these would be ticked off.
Herewini said the system would not be any different to what it is now and the system allowed for people who wanted to make a donation and receive a receipt to be provided with an annual receipt, should the donor want one for tax purposes.
Taverner said every service was different and if a volunteer didn’t want to give out an envelope they didn’t have to.
A number of volunteers were keen for further involvement and meetings with the St John representatives.
Herewini and Taverner committed to improved communication with the volunteers and a suggested process of consultation on the changes.
In concluding the meeting, Wards said the shuttle service was an emotive issue because it affects everyone at some time.
“Some people came here for answers and it was an opportunity to hear from the team who are charged with making over-arching changes. This is a wider community issue and this meeting was a beginning step in trying to address the rumours and provide factual information during this transition time.”