North West Medical Solutions Ltd

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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 is the first assessment for this service. This key question has been rated good.

The service worked with patients to understand and manage risks. Care and support met patients' needs in ways which were safe and supportive, and enabled them to do the things that mattered to them.

When people communicated their needs, emotions or distress, staff could manage this in a positive way, which protects their rights and dignity and maximised learning for the future about the causes of their distress.

We looked for evidence that patients were treated with kindness, empathy and compassion. We assessed the levels of patient’s privacy and dignity afforded to patients. We asked patients to tell us about their experiences, if they were respected, if 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 patient’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

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 staff always treated patient with kindness, empathy and compassion and respected their privacy and dignity.

The main type of service delivered by NWMS was emergency or urgent care, for our detailed findings refer to the emergency and urgent care service (EUC) report for further information about how the service treated patients with kindness, empathy and dignity.

Staff we spoke with during the assessment showed a clear commitment to providing a professional and caring service. They spoke with pride about their roles and responsibilities. Staff told us they introduced themselves to patients and said what their role was.

People and families gave positive feedback, noting warm, attentive interactions from crews during transport. Two patients told us the staff were “outstanding” and “exceptional”. They said staff checked on their wellbeing several times during the journey, including their comfort and emotional needs. They told us staff treated them with compassion and kindness, respected their privacy and dignity, and took account of their individual needs.

Whilst we were on site we heard staff speaking with a person making a booking. The person was spoken with respectfully throughout the call.

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

The main type of service delivered by NWMS was emergency or urgent care, for our detailed findings refer to the emergency and urgent care service (EUC) report for further information about how the service treated patients as individuals.

Staff made sure care was individualised and sensitive to people’s needs, strengths and preferences. They adapted their approach for people with communication difficulties or reduced capacity, using tools such as pictorial books and simplified explanations.

Staff recognised when someone needed time and space and adjusted their approach accordingly, such as stepping back to reduce distress and returning when the person was ready. Records and staff accounts showed care plans and transport arrangements tailored to each person’s situation, including additional equipment or seating adjustments for children or people with sensory or physical needs

Patients told us they were treated as individuals and staff mostly enabled them to have their needs met on time, where this was dependent on timely transport arrangements.

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

The main type of service delivered by NWMS was emergency or urgent care, for our detailed findings refer to the emergency and urgent care service (EUC) report for further information about how the service promoted people’s independence.

Staff explained each stage of the journey and asked how people preferred to be assisted, enabling them to remain involved in decisions.

Child‑specific safety equipment and harnesses were available to help children remain comfortable and secure, and people were able to bring essential items or belongings with them to help maintain their independence and sense of control.

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

Managers told us people were seen to be well cared for during transfer between locations. They were able to use familiar items of equipment, such as walking sticks and were encouraged to bring any personal belongings they needed with them.

Staff could access specialist equipment to meet patient’s specific needs. For example, vehicles had ambulance trolley stretchers both onboard and in their storeroom which could accommodate bariatric patients. Paediatric stretcher harnesses were also stored onboard. These could reduce the stretcher’s strap size by half to safely transport children.

People who used mobility aids such as walking frames or crutches were supported to do so and wheelchairs were also available if they preferred to use these.

Staff gave patients and those close to them help, emotional support and advice when they needed it.

We saw people’s feedback from those who had used the service which commented on the ability of the staff to ease their concerns. During the assessment people we spoke with told us they felt listened to by the staff treating them and staff responded appropriately.

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

The service cared about staff wellbeing and staff had access to wellbeing resources and facilities for safe working. This included being able to take breaks, use designated rest areas, access drink and food on long journeys.

Staff were able to provide feedback, raise concerns and suggest ways to improve the service or staff experiences and could expect a response. Feedback demonstrated a positive workplace culture, with staff reporting that supportive leadership, good team relationships and fair treatment helped them deliver compassionate care.

Staff told us they felt valued, respected and listened to, and told us leaders were visible, approachable and available for support, including through established on‑call structures.

Staff had access to wellbeing resources, peer support, mental health information and flexible working arrangements, this helped them maintain the emotional resilience needed to provide kind and person‑centred care.

The provider and local leaders ensured staff with protected characteristics felt included and respected within the service.