- Ambulance service
Medicmart Ambulance Service
Assessment report published 24 April 2026
Contents
Ratings - Emergency and urgent care
Our view of the service
We assessed Medicmart Ambulance service on 21-22 January 2026
We carried out a comprehensive assessment of the service as it had not been assessed at this current location. We had also received some concerns about the safety and quality of the service and the regulated activities being provided.
The service had a good learning culture. Incidents and complaints were investigated and lessons learnt were identified and shared. They had a strong recruitment process and staff had the right levels of training for their roles. Staff were trained to recognise abuse and neglect and reported them in line with service policies. Equipment and vehicles were maintained and fit for purpose. There were some concerns around the management of medicines.
People had their needs assessed, with appropriate care and treatment delivered. Staff worked well with other teams and system partners to promote good care and transitions across services with appropriate sharing of information. People were supported to make informed decisions; treatment and care were monitored to improve outcomes. Consent to care and treatment was gained and staff could demonstrate where best interest decisions should be made.
People were treated with kindness, dignity and compassion. People were given independence, choice and control to make informed decisions around their own treatment and care, they were treated as individuals. Staff responded to people’s immediate needs. The service had processes in place to support staff’s wellbeing.
People were listened to and were involved in the planning of their treatment and care. The service used feedback to try and improve. Information was provided in a way that people understood taking into consideration additional communication needs and requirements. People using the service received equal and fair treatment with good outcomes.
Support processes were in place to encourage staff to speak up. Staff told us they were treated equally and felt safe at work. Staff and managers knew their own roles and responsibilities. The service had a clear vision and a strategy in place and leaders told us how they were going to achieve it, which was shared with staff. The service had formalised leadership and governance meetings which were documented. Formalised staff meetings did not take place, but staff had clear channels of communication to leaders. All staff had training in equality, diversity and inclusion. The service had good partnership relationships that were open and engaging.
As a registered provider, the service should notify Care Quality Commission (CQC) about certain changes, events or incidents that affect their service or the people using it. The service was not doing this therefore in breach of registration regulation for the notification of other incidents.
Following the assessment the provider was told of this noncompliance and has since commenced submitting statutory notifications to CQC in accordance with their registration obligations.
People's experience of this service
During our assessment we were able to speak to the people using the service and observed their interactions with Medicmart staff. The verbal feedback on care we received was positive. People felt cared for, respected and had confidence that staff would be able to assess and treat them appropriately. People said that both their emotional and physical needs were met. We observed staff actively listening to people, treating them with dignity and providing person-centred care.