Archived: A4 Medical Transport Service

At this inspection we found that the provider had taken appropriate action to improve recruitment processes and safeguard people from unsuitable staff. We reviewed five staff recruitment files and spoke with the registered manager and general manager about the arrangements they had put in place. We found recruitment policies and procedures had been reviewed and clearer processes implemented. We found appropriate checks had been undertaken with the recent recruitment of two new members of staff. Existing staff records had also been reviewed and action was being taken to ensure information and checks relating to those staff were up to date.

We received positive feedback about the service from the people we spoke with. Comments received included: 'They are really good'; 'They are just brilliant, absolutely fabulous' and 'They are lovely, they don't rush the patients, they are always pleasant.'

Systems in place ensured that that the ambulances and equipment used to support people were well maintained.

We found that the standard of records held by the service were generally good and helped to ensure people received appropriate care and support.

However, concerns identified during our previous inspection in relation to the recruitment of staff had not been satisfactorily addressed. Staff records demonstrated poor recruitment processes which did not safeguard people from unsuitable staff.

We saw that the feedback obtained from patient satisfaction surveys was positive. We also received good feedback from the representatives of the services we contacted. They did not raise any concerns with us. Comments received from the representatives included:

'I cannot recall ever hearing one negative comment from patients, their families or our staff about them'They are always very pleasant to our patients.'

'It's one of the better services.'

'We get superb feedback about the ambulance service in our patient questionnaire'

We saw that regular checks were undertaken on the ambulances to ensure they were roadworthy. Audits were also undertaken in relation to their cleanliness. Where these had raised issues appropriate action had been taken.

We did have some concerns with the recruitment of staff. Staff recruited were generally known to the service prior to commencing employment. As a result checks of 'character' and fitness to work had not always been robust.