Alliance-Pioneer Ambulance Ltd Also known as APG

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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 checked that people’s privacy and dignity were respected and that they understood their experience of care and support mattered. We also looked for evidence that people’s wishes were considered and their choices respected, to help achieve the best possible outcomes.

This is the first inspection for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

Description: We always treat people with kindness, empathy and compassion and we respect their privacy and dignity. We treat colleagues from other organisations with kindness and respect.

The evidence showed a good standard. 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.

People’s privacy and dignity was respected and upheld at all times. Staff demonstrated a caring and compassionate approach. During a transfer, we observed staff introduced themselves and maintained a professional and reassuring manner throughout. The patient described the service as “superb,” stating their treatment was “excellent,” and that they were treated with dignity and respect.

Staff demonstrated a strong understanding of how to maintain patient safety and dignity when transporting multiple patients, supported by company policies.

The service actively sought and recorded feedback from people who used it, and we reviewed several positive comments. People reported staff put them at ease and took great care of them, with one person stating staff were “amazingly professional but at the same time friendly & put us both at ease."

Description: We treat people as individuals and make sure their care, support and treatment meets their needs and preferences, taking account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The evidence showed a good standard. 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.

People’s individual needs and preferences were understood and these were reflected in their care, treatment and support. The booking process effectively identified patients’ specific requirements, including those living with dementia and individuals with mobility difficulties. Staff were trained to carry out risk assessments and understood how to request additional resources when necessary. They also reported the service provided regular manual handling refresher training, including scenario-based exercises where additional support might be required.

People’s communication needs were met to enable them to engage in their care, treatment and support to maximise their experience and outcomes. The service had access to interpretation services, and all vehicles were equipped with cue cards to help overcome communication barriers.

Description: We promote people’s independence, so they know their rights and have choice and control over their own care, treatment. and wellbeing.

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

People were supported to have choice and control over their own care and to make decisions about their care, treatment and wellbeing. Information collected during the booking process helped ensure the service was accessible to all patients.

There was a suitable range of equipment available to support and maximise people’s independence and outcomes from care and treatment. Staff were able to accommodate one member of the patient’s family or friend in the vehicle where this could be facilitated safely.

The service supported individuals to maintain and promote their independence, including those being transported as part of an end-of-life pathway. A policy provided staff with clear guidance on the safe and appropriate transport of patients on an end-of-life pathway, as well as those with a Do Not Attempt Resuscitation order.

Description: We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.

The evidence showed a good standard. 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 quickly recognised when people needed urgent help or support and used appropriate tools and technology to assist. All personnel were trained in life support at a level relevant to their responsibilities, and were able to respond promptly to patients showing signs of deterioration. For high-dependency transfers where patients required continuous monitoring and clinical support during transit, staff were trained to undertake and record clinical observations, as well as administer emergency medicines in line with company policy.

Staff said leaders were readily available and provided strong support when concerns arose during transport. Guidance sheets were available in each vehicle, outlining actions to take in various circumstances, including if a patient passed away during transport.

Description: We care about and promote the wellbeing of our staff, and we support and enable them to always deliver person centred care.

The evidence showed an exceptional standard. The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

People received safe, effective and person-centred care as the provider recognised and met the wellbeing needs of staff. These included the necessary resources and facilities for safe working. Work was planned to allow adequate rest during and between shifts, and staff confirmed that shifts were well managed, with appropriate breaks. Leaders carried out regular wellbeing check-ins, particularly during long journeys.

Staff were supported if they were struggling at work. This had a positive impact on the care they delivered to people. Staff described the leadership team as kind, approachable, and consistently available to listen to concerns. Staff told us managers led debriefs and provided ongoing support after challenging situations. In addition to informal support, some leaders were trained in Trauma Risk Management (TRiM), a structured, peer-led approach used to support staff following traumatic or high-risk incidents. Staff had access to external wellbeing resources.

The service supported reasonable workplace adjustments in line with company policy.

People were supported by staff who felt valued by their leaders and their colleagues. Staff had a sense of belonging and the ability to contribute in decision making. Staff described a positive working environment where everyone could rely on each other. One staff member commented that “the service is geared overall to support staff and patients.”

The service also recognised the increased risks associated with lone working and had measures in place, supported by policy, to mitigate these risks effectively.