Echo HQ

Updated 9 June 2023

Echo HQ are an independent ambulance service providing a whole range of medical and fire services including emergency response, and urgent/non-emergency patient transport services (NEPTS) including high dependency transfers.

The provider Echo Fire and Medical Limited formed in 2016 and their statement of purpose states their key focus is to provide a responsive and professional service to clients and patients in their time of need. They provide ambulance services and treatment of illness or injury across the UK.

Echo Fire and Medical Ltd operate its services from an ambulance base in Sheffield.

The provider is registered to provide the regulated activities of transport services, triage and medical advice provided remotely as well as treatment of disease, disorder, or injury. The provider has had a registered manager (RM) in post since May 2021.

The location has an in-house clinical management team available 24 hours daily to support staff in the delivery of care and to respond to client’s needs. The team have a wide range of skill sets from emergency care assistants, through to paramedics and doctors. A clinical education team supports their staff and clients to ensure high levels of care are delivered by teams. The team is fully supported by a 24-hour clinically led management structure and innovative support tools and portals.

We last inspected this provider in a previous location with a different methodology. On our 10 May 2021 focused inspection, we informed the service it must take action to bring services into line with its legal requirements related to urgent and emergency care services.

We also told the provider they must ensure recruitment processes are in accordance with Schedule 3 requirements of the Health and Social Care Act 2009 (Regulations) 2014. Regulation 19 (3) (a). The provider took immediate action during the inspection, satisfying this requirement.

The main service provided by this ambulance service was urgent care. Where our findings on urgent care also apply to other services, we do not repeat the information but cross-refer to the patient transport service.

Updated 9 June 2023

We had not previously rated this location. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
• Staff provided good care and treatment, and assessed patients’ food and drink requirements. The service met agreed response times. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

Updated 9 June 2023

The main service provided by this ambulance service was emergency and urgent care (EUC). Where our findings on patient transport – for example, management arrangements – also apply to EUC, we do not repeat the information but cross-refer to EUC.

We had not previously rated this service. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
• Staff provided good care and treatment, and assessed patients’ food and drink requirements. The service met agreed response times. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

PTS is a small proportion of the provider’s activity. In the 12 months from February 2022 to January 2023 the service’s total number of journeys was 980.

The main service was emergency and urgent care (EUC). Where arrangements were the same, we have reported findings in the EUC section.

We rated this service as good because it was safe, effective, caring and responsive, and had outstanding leadership.

Updated 9 June 2023

We had not previously rated this service. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service-controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
• Staff provided good care and treatment, and gave patients pain relief when they needed it. The service met agreed response times. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families, and carers.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported, and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.