The Care Quality Commission

Archived: Trust Headquarters

Jenna House, Avon Way, Langley Park, Chippenham, Wiltshire, SN15 1GG (01249) 858500

Provided and run by:
Great Western Ambulance Service NHS Trust

All Inspections

16, 18 July 2012

During an inspection looking at part of the service

We spoke to six people being brought into emergency departments and whilst waiting for patient transport in discharge lounges. We visited three large hospitals that were covered by Great Western Ambulance, as a means to seek the views of the people using the service. One of these hospital visits had been completed in respect of a planned review of the emergency department for a particular Trust, we used this as an opportunity to engage with both emergency department's staff and staff from GWAS.

We visited three ambulance stations to enable us to speak with staff, look at records, quality assurance systems and look at the storage of medication. We looked at infection control systems.

As part of this planned review we also followed up areas of minor concerns that were identified during our visit in December 2012 and reported on our website in February 2012.

8 December 2011

During a routine inspection

People that we were able to speak with who had used an emergency ambulance told us the ambulance had arrived within a very short space of time. They said they felt they had been treated with dignity and respect. They told us staff were excellent and had ensured that their pain was controlled.They said staff had given them reassurance and made them feel less anxious.

We spoke with people at outpatients' departments, transport lounges and discharge lounges who had used Patient Transport Services (PTS). They told us that the crews had looked after them well. They said that their needs had been taken into account and appropriate vehicles had been sent to collect them. Those who had come from home said that they had been told when to be ready, that the crews had telephoned to let them know they were on the way and that the vehicles had been on time. One person said, "I couldn't have been treated better".

We received positive comments from staff in the Accident and Emergency (A&E) departments about their working relationship with GWAS staff. We received comments such as, "They are always friendly and helpful", "They come in and out promptly" and "They are very good". A police officer we spoke with told us that GWAS crews were "more than obliging, more than helpful" and added that they worked well as a team and "respected professional boundaries".

Midwives that we spoke to at one hospital were also complimentary about ambulance crews. One told us they were "really responsive" and "offer a high class service". Another said they were "always so cheerful," and "they are lovely".

Staff that we spoke with told us that they generally felt supported by the organisation and that they had sufficient access to their line manager. They confirmed that they received mandatory training updates and mainly felt they had been adequately trained for the job they were employed to perform.