Transport remains one of the most significant nonclinical barriers to accessing healthcare in West Wales. Missed appointments, delayed treatment, social isolation, and difficulty reaching preventative services contribute to poorer health outcomes, especially among:
-
older adults
-
people with mobility challenges
-
those with mental health conditions
-
people with sensory impairments
-
people living in poverty
-
those without access to a private car
-
residents of rural and isolated communities
To address these barriers, PACTO developed the Transport Connector Service — a personalised, countywide travel support, information, and problem-solving function that helps residents identify and access suitable transport options for daily life and healthcare needs.
3. How the Transport Connector Service Works
3.1 Core Functions
Transport Connectors:
-
Provide one to one travel support, journey planning, and travel training.
-
Help individuals understand and access all available transport options (public, community, volunteer, taxi, shared transport, active travel).
-
Identify and troubleshoot barriers that prevent people from reaching appointments and essential services.
-
Liaise with transport operators, health teams, social care, and community organisations to solve complex mobility problems.
-
Support frontline staff to better understand transport options.
-
Record activity and outcomes to inform strategic planning and shape future transport provision.
3.2 Who the Service Supports
-
Adults and young people struggling to access healthcare, employment, training, or social opportunities.
-
People with disabilities or additional mobility needs.
-
Isolated or vulnerable residents requiring ongoing support.
-
Community groups, social prescribers, health staff, and voluntary organisations.
In 2024, PACTO undertook a detailed survey of transport provision across Pembrokeshire. This resulted in the creation of a 41-page Transport Gazetteer, the first comprehensive map of:
-
community transport
-
bus services
-
Fflecsi demand-responsive zones
-
accessible taxis
-
volunteer driver schemes
-
hospital and patient transport
-
warm spaces and day opportunities
-
mobility hire schemes
-
health sites and social care services
-
car share networks
-
EV charging points
-
ferry, rail and airport links
This data is now being transformed into a dynamic digital platform, enabling:
-
rReal-time updates
-
sSingle point access to transport information
-
improved signposting across public sector teams
-
regional scalability
Referral Process and Case Management
Referrals come from:
-
health professionals
-
GP practices
-
community connectors
-
social care teams
-
third sector organisations
-
families / carers
-
self referrals
All referrals are recorded in Monday.com, supporting:
-
secure data handling
-
clear workflow management
-
outcome tracking
-
extraction of thematic insights
-
identification of systemic barriers (e.g., recurring issues with specific routes, mobility needs, areas of transport desert)