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Inspection Summary

Overall summary & rating

Updated 20 February 2017

E-Zec Medical- Dorset provides a patient transport service to patients who are registered with a GP in Dorset, Bournemouth and Poole and who meet the eligibility criteria agreed with the commissioners.

We carried out an announced inspection of E-Zec Medical- Dorset on 18 October 2016. This was a routine comprehensive inspection. We inspected against the following key questions: are services safe, effective, caring, responsive and well-led?

We do not currently have a legal duty to rate independent ambulance services but we highlight good practice and issues that service providers need to improve.

Our key findings were as follows:

We saw areas of good practice including:

  • Openness and transparency about safety was encouraged. Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses.

  • There were reliable systems, processes and practices in place to protect adults, children and young people from avoidable harm. The patients we spoke with during this inspection told us they felt safe with the staff and in the vehicles.

  • Staff adhered to good infection prevention and control practice.

  • Vehicles were maintained to a high level of cleanliness.

  • There were safe systems for medicines to be appropriately stored and managed.

  • Staff were qualified and had the appropriate skills to carry out their roles effectively, and in line with best practice.

  • Staff were supported to deliver effective care and treatment, through meaningful and timely supervision and appraisal.

  • We saw staff treating and caring for patients with compassion, dignity and respect.

  • Staff felt valued and proud to work for the service.

  • The service was planned to meet the needs of its contractual arrangements with health service providers.

  • Patients told us they received a reliable service as crew members came on time, and they were not left waiting for long periods.

  • Staff were able to plan appropriately for patient journeys using the information provided through the booking system.

  • There was good coordination with other providers.

  • There was a clear vision and credible strategy to support quality care. We saw evidence that the key to good non-emergency patient transport was understood by the relevant staff.

  • Senior management team and other managers encouraged openness and transparency. Leaders encouraged appreciative, supportive relationships among staff.

  • Staff and patient feedback was collected and used in service development.

However, we also found the following issues that the service provider needs to improve:


  • Ensure a manager for the regulated activity is registered with the Commission.

  • Ensure the person appointed to be the registered manager has the relevant qualifications, skills, competency and experience and meets the regulation requirements.

  • Ensure the Commission is notified of safeguarding incidents.

  • Ensure all locations from which the service operates from are registered with the Commission.

  • Ensure senior managers are consistently aware of the legal principles of the Duty of Candour legislation.

Information on our key findings and action we have asked the provider to take are listed at the end of the report.

Professor Sir Mike Richards

Chief Inspector of Hospitals

Inspection areas


Updated 20 February 2017


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Updated 20 February 2017


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Updated 20 February 2017

Checks on specific services

Patient transport services

Updated 20 February 2017

We do not currently have a legal duty to rate independent ambulance services but we highlight good practice and issues that service providers need to improve.