- Ambulance service
G4S Patient Transport Services Lordswood
Assessment report published 24 July 2026
Contents
Ratings - Patient transport services
Our view of the service
On 13 and 14 May 2026 we carried out a comprehensive assessment of patient transport services provided by G4S Patient Transport Services Lordswood. This assessment was planned in response to information received about long delays in conveying patients, concerns about staff training and concerns about patient safety.
G4S Patient Transport Services Lordswood, based in Chatham Kent provides a non-emergency patient transport service for NHS patients across Kent and Medway. The service is available 7 days a week 365 days of the year, providing transport to and from medical appointments for children and adults who cannot use public transport or drive due to physical or medical conditions. The service conveys on average 360,000 patients a year.
We assessed patient transport services using our comprehensive assessment methodology. We assessed all 5 key questions and all quality statements.
During the assessment we visited the main registered location in Chatham Kent and 2 bases in Maidstone and Ashford. We spoke with 20 staff including leaders, and 2 patients. We reviewed patient feedback, records, performance dashboards, training records, policies, governance procedures and risk performance data. This enabled us to make an informed decision about the quality and safety of the service.
G4S Patient Transport Lordswood registered with the CQC in December 2024. This report provides information following the first assessment of the registered service.
This was the first inspection for G4S Patient Transport Service Lordswood.
We rated the service as good.
People's experience of this service
We spoke with 2 patients who had used the service during the assessment and 5 online reviews and data for 4 patients provided by give feedback on care from G4S Patient Transport Lordswood. Patients were positive about the staff treating them with warmth and kindness and providing effective care and support. Patients with protected characteristics felt respected and supported. Patients told us they were given time to ask questions, and staff had checked they understood what they were having done.
During the reporting period June 2025 to May 2026, CQC received 15 complaints, this represented 0.2% of all patients conveyed.. While themes included delays in conveying and some patient safety concerns, this represented a very small proportion of overall activity.