- Ambulance service
Alpha Care Ambulance Service
Assessment report published 30 September 2026
Contents
Ratings - Patient transport services
Our view of the service
This assessment was a comprehensive assessment of the patient transport service provided by Alpha Care Ambulance Service. The service provided patient transport on behalf of NHS trusts, local authority social services and schools for children with special educational needs and emergency and urgent care services. Between June 2025 and May 2026, the service transported 2,967 patients and completed 1 emergency transfer to a local NHS trust. The processes and policies for patient transport services and emergency and urgent care were the same. Given that there had been only 1 emergency and urgent care patient transfer in the previous 12 months, findings relating to this service have been reported within the relevant sections of the patient transport services report.
We carried out this assessment as a follow-up to our previous assessment in November 2021, when we rated the service as requires improvement and identified breaches of Regulation 12 (safe care and treatment), Regulation 17 (good governance) and Regulation 18 (safe staffing). We assessed the service using our comprehensive assessment methodology and reviewed all 5 key questions and associated quality statements.
During the assessment, we visited the service's registered location in Moulsford, Oxfordshire, and observed an ambulance crew transporting a child from their home to school. We spoke with staff and leaders and reviewed patient feedback, training records, policies, governance arrangements and performance data. This enabled us to assess the quality, safety and effectiveness of the service.
Since our previous assessment, the service had taken action to address the breaches of Regulation 12 and Regulation 18. However, the service remained in breach of Regulation 17, as governance and oversight systems did not consistently identify, monitor and address risks. Despite this, the overall rating improved to good, reflecting the progress made since the previous assessment.
While leaders had strengthened governance arrangements, some aspects of oversight and monitoring required further development to provide greater confidence that risks were consistently identified and managed. We found concerns relating to safeguarding information, equipment and vehicle readiness, environmental safety, infection prevention and control, recruitment records, driver compliance and the management of controlled drugs. Leaders took prompt action to address a number of these issues following the assessment. Further embedding of governance, audit and quality assurance processes would support continued improvement and strengthen oversight across the service.
However, since the previous assessment, the service had made several improvements, including increased compliance with training requirements, strengthened clinical supervision arrangements, improvements to medical gas storage, the introduction of temperature monitoring for medicines storage areas, regular governance meetings, and processes requiring staff to read, understand and acknowledge relevant policies and procedures.
People's experience of this service
Patients using the service received compassionate, person-centred care from staff who treated them with kindness, dignity and respect. We observed 1 patient transport during the assessment; however, due to the patient's individual circumstances, it was not appropriate to seek feedback directly about the quality of the service. Instead, we reviewed 5 compliments from patients and relatives and feedback that had been published on the service's website. This feedback consistently praised the care, professionalism and support staff provided. The service had also received a recognition award from the local trust in acknowledgement of its hard work and support for the emergency care team.
Staff understood and accommodated patients' individual needs, preferences and communication requirements through reasonable adjustments, accessible information and tailored support. Staff built positive, long-standing relationships with patients and families, which promoted continuity of care and reassurance. Staff involved patients in decisions about their care, supported them to access services when needed, and encouraged them to provide feedback about their experiences.
Overall, patients received care that responded to their needs and staff remained committed to delivering positive experiences and outcomes.