HTG-UK East – Norwich

Ratings - Patient transport services

• Overall

  Inadequate

• Safe

  Inadequate

• Effective

  Requires improvement

• Caring

  Requires improvement

• Responsive

  Requires improvement

• Well-led

  Inadequate

Our view of the service

We carried out an unannounced inspection of HTG East – Norwich on 9 and 23 September 2025. We looked at non-emergency patient transport services and high dependency services.

This was the provider’s first inspection. It was a comprehensive inspection and was conducted in response to risks identified and shared by external providers and staff members.

We rated the service as Inadequate. We found 3 breaches of the regulations in relation to safe care and treatment, staffing and governance.

Staff did not always assess risks to people's health and safety or mitigate them where identified. Governance systems and audits were not effective in addressing areas for improvement. Governance processes were not fully developed or effective.

The service did not demonstrate a good learning culture. Incidents were not consistently recorded or investigated appropriately. People were not always protected and kept safe. Staff did not always have the right skills, qualifications and experience to deliver safe and effective care. The facilities and equipment did not always meet the needs of people and were not always clean.

Leaders and staff did not have a shared vision. Staff did not always feel supported by leaders. Leaders were not always visible and knowledgeable. Leaders did not understand their roles and responsibilities.

However,

Staff worked with partners involved in people’s care. Staff did have clear systems and processes to check consent was obtained appropriately.

Staff treated people with kindness and compassion and protected their privacy and dignity.

People's experience of this service

People we spoke with expressed mixed experiences, some were not happy with their care, in particular delays and lateness. However, people we spoke with reported staff were kind and compassionate in their interactions. Our assessment found elements of the care did not meet the expected standards.