Echo HQ

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed staff demonstrated kindness and compassion when caring for patients. They spoke calmly, offered reassurance during distressing situations and took the time to explain what they were doing.

Interactions were calm and reassuring, with crews taking the time to introduce themselves, explain their role and describe what would happen before transfer begun.

Staff were attentive to maintaining people’s dignity. We observed the crews ensuring that patients were wrapped and covered appropriately and protected from unnecessary exposure and supported discreetly during personal care tasks.

Feedback received from the NHS ambulance trust showed that crews consistently delivered compassionate, respectful and person-centred care.

Patient feedback reinforced this. Several compliments were received describing crews as polite, friendly, caring, professional and reassuring demonstrating that staff consistently treated people with kindness and respect. People told us staff took time to explain what was happening, offered reassurance and made them feel safe during transport. One family praised the way the crew supported a relative with complex mobility needs describing the care as beyond amazing.

Kindness was evident in how staff responded to distress, anxiety or confusion. Crews used gentle reassurance and compassionate communication to reduce anxiety and promote comfort. Patients living with dementia, learning disabilities, autism or sensory impairment were supported with additional time and adapted communication style.

Carers and family members were encouraged to accompany patients when required for reassurance.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff treated people as individuals and adapted care to their personal needs, preferences and circumstances. Crews reviewed booking information, discharge documentation and care plans where available and obtained verbal handovers from hospitals, care homes or relatives to understand each patient history and requirements.

Dynamic assessments were completed on arrival considering mobility, pain, communication, cognition, emotional wellbeing and clinical presentation.

Bariatric patients were supported with specialist stretchers, lifting equipment and additional staff ensuring no one was disadvantaged due to size, weight or mobility.

Transport plans were amended when a patient’s condition differed from initial booking information, demonstrating responsive care.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff promoted independence, choice and control throughout their care and transport. People were involved in decisions wherever possible including seating positions, comfort measures and mobility choices. Crews encouraged patients to do what they could safely manage for themselves, such as mobilising with assistance or choosing how they wished to be moved while ensuring their comfort and safety.

Where communication barriers were identified staff used translation tools, adapted communication styles to ensure patients understood and could participate in decisions.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded promptly to people’s immediate physical and emotional needs. Crews quickly assessed patients on arrival, offered reassurance and provided clear explanations to reduce anxiety during urgent and distressing situations.

Crews took steps to ensure patients were comfortable and safe while clinical assessments were carried out. This included managing pain appropriately and promptly.

Healthcare professionals told us crews completed thorough patient assessments, particularly during complex jobs and developed appropriate management plans. Staff were described as proactive in safety netting patients by contacting the relevant services to ensure patients received the right follow up care.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centered care.

Staff told us that they felt well supported and valued.

Leaders demonstrated a commitment to staff wellbeing. When staff were identified as struggling, managers invited them for informal supportive conversations to understand how to help. Adjustments were made where needed, including flexible shift patterns to accommodate childcare responsibilities and workload support. Staff described receiving compassionate assistance during bereavement, financial difficulties and other personal challenges.

Staff were able to access the Employee Assistance Programme (EAP) offering support for a range of life issues or problems.

The provider had clear policies in place, including newly qualified paramedic (NQP) support, clinical supervision, flexible working and a professional paramedic practice policy ensuring staff to guide and support staff.