Alliance-Pioneer Ambulance Ltd Also known as APG

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This means we looked for evidence that the service met people’s needs. We assessed whether people and communities were at the centre of how care was planned and delivered. We checked that their health and care needs were understood and that they were involved in planning care to meet those needs. We also looked for evidence that people could access care in ways that suited their individual circumstances and protected characteristics.

This is the first inspection for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

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

Description: We make sure people are at the centre of their care and treatment choices and we decide, in partnership with them, how to respond to any relevant changes in their needs.

The evidence showed a good standard. The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People could receive the most appropriate care and treatment for their needs. Patient journeys were planned according to each person’s individual needs and preferences. In most cases, bookings came through another organisation or the local ambulance trust. We also observed how the service recorded information within their own booking system for patient transport and high dependency transfers, with an enquiry form being provided to the crew.

The service gathered information about individuals prior to transport to ensure person-centred care. This included details of medical history, current health conditions, and, where appropriate, cultural and religious needs. A concise guide to religious customs and practices was available in every vehicle and on the company’s internal website.

Staff were trained to carry out risk assessments to ensure transfers were conducted safely, and they understood when to seek additional support. Staff also demonstrated an understanding of how to maintain patients’ safety, dignity, and comfort when transporting multiple individuals, in line with company policy.

Description: We understand the diverse health and care needs of people and our local communities, so care is joined-up, flexible and supports choice and continuity.

The evidence showed a good standard. The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service understood the diverse health and social care needs of their local community. Leaders and staff demonstrated a clear understanding of the needs of the people they supported. The service had regular communication with commissioners to ensure they remained responsive to the needs of the local community.

There was good continuity of care because the service was flexible and well-coordinated. The service operated 24 hours a day, 7 days a week, ensuring continuous access. Communication with other healthcare providers was effective. We observed a smooth patient handover, where all essential information was clearly shared. Managers also reviewed journey data to monitor performance and identify and address any delays.

Description: We provide appropriate, accurate and up-to-date information in formats that we tailor to individual needs.

The evidence showed a good standard. The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s needs for accessible information were identified, recorded, highlighted, and shared. These needs were met and reviewed to support their care and treatment.

Patient information was collected at the time of booking and accurately recorded within the booking system, including prompts to highlight any language or communication needs. Staff had access to communication resources including visual cards and interpreters.

People’s information that was collected and shared met data protection legislation requirements. The provider ensured compliance with the UK General Data Protection Regulation (GDPR). The provider was registered with the Information Commissioner’s Office (ICO), the UK’s independent authority for upholding information rights, data privacy, and public access to official information. Staff received training in information sharing, data security and cyber security.

Description: We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result.

The evidence showed a good standard. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People knew how to give feedback about their experiences of care and support including how to raise any concerns or issues in a range of accessible ways. There were effective systems to gather feedback and manage complaints from people using the service. People were encouraged to provide feedback verbally, by telephone, letter, or online. QR codes were displayed in vehicles, enabling people to access the online questionnaire easily.

Complaints and concerns were managed in line with an up-to-date company policy, which was aligned with the NHS ambulance trust that commissioned the service.

Complaints and compliments were recorded and managed through an electronic system. They were regularly reviewed in governance meetings to identify themes and trends. We saw evidence that complaints were handled in line with policy and brought to a full resolution. Staff told us they could seek support from managers when complaints were received, and described them as responsive and supportive.

Description: We make sure that everyone can access the care, support and treatment they need when they need it.

The evidence showed a good standard. The service made sure that people could access the care, support and treatment they needed when they needed it.

People could access care, treatment and support when they needed to and in a way that worked for them, which promoted equality, removed barriers or delays and protected their rights. The service operated 24 hours a day, 7 days a week. Accessibility requirements for each patient were reviewed and recorded in the electronic booking system. For contracted work, booking details and any identified accessibility needs were provided directly by the commissioning organisation.

Staff were aware of individual needs, including mobility limitations, dementia and learning disabilities. This enabled them to identify the appropriate skills and equipment needed for each journey. Translation services, online translation tools, and cue cards were available to staff, and remote support was available throughout operational hours.

Description: We actively seek out and listen to information about people who are most likely to experience inequality in experience or outcomes. We tailor the care, support and treatment in response to this.

The evidence showed a good standard. Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider complied with legal requirements relating to equality and human rights, including preventing discrimination, considering the needs of individuals with protected characteristics, and making reasonable adjustments to promote equitable experiences and outcomes. The equality and diversity policy set out the organisation’s approach and responsibilities to ensure no one was treated unfairly or disadvantaged due to protected characteristics. Staff had also received training in equality and diversity to support this.

We did not look at Planning for the future during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.