Alpha Care Ambulance Service

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices to achieve the best possible outcomes for them.

At our last assessment we rated this key question good.

At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

Staff consistently treated people with kindness, compassion and respect and maintained their privacy and dignity throughout their care. The service delivered person-centred care, made reasonable adjustments to meet individual needs, and responded promptly to patients' preferences and wellbeing requirements. Staff supported people to maintain choice, independence and control, and written feedback from patients and relatives was overwhelmingly positive about the care, support and reassurance they received. Staff also felt valued and supported, which helped promote a positive culture and enabled them to provide compassionate care.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff consistently treated patients with kindness, compassion and respect, while maintaining their privacy and dignity throughout their care and transport. We observed staff interacting with a patient in a considerate, respectful and reassuring manner. Staff responded discreetly to the patient’s needs, took time to provide support, and adapted their approach to meet individual requirements. Staff informed us when patients were anxious, they could be accompanied by someone familiar to them, where appropriate.

Positive feedback was evident throughout the service, with numerous thank-you cards, drawings from children and families displayed on the staff noticeboard, and emails from relatives praising the care provided. Feedback from patients and their loved ones described the service as outstanding and highlighted staff who went above and beyond to meet their needs. The service also maintained online ratings, with reviewers consistently commending staff for their kindness, professionalism, compassion and supportive approach.

Feedback received by the service demonstrated that staff treated people with kindness, professionalism and compassion. We reviewed a compliment from an external stakeholder who thanked the team for their hard work and dedication during a Remembrance Sunday event. The stakeholder described staff as professional and recognised their contribution to ensuring the safety and wellbeing of attendees. The feedback stated that staff's presence was greatly appreciated and did not go unnoticed.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service met patients’ individual needs by making reasonable adjustments to ensure equitable access to care and transport. Staff ensured ambulances were accessible and that suitable equipment was available to support patients with a range of physical, sensory and mobility needs. They adapted their approach to meet patients’ communication requirements and had developed communication cards to help patients understand information and express their needs while travelling in the ambulance. Where patients did not speak English, staff allowed family members or friends to accompany them where appropriate to support communication and provide reassurance. Staff considered patients’ personal circumstances and provided person-centred care that respected individual preferences, cultural needs and levels of understanding. They took steps to reduce anxiety and ensure patients felt safe, supported and involved in decisions about their care throughout their journey.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff identified and met patients’ individual needs through information obtained during handovers and discussions with patients, carers and relatives. They completed risk assessments to ensure patients could access their home addresses, hospitals and other destinations as easily and safely as possible.

Staff completed patient records that reflected each patient’s personal circumstances and requirements.

Staff adapted transport arrangements to meet physical and mobility needs, including adjusting seating positions, securing mobility aids appropriately and using suitable moving and handling equipment.

Where necessary, carers, relatives or other familiar individuals accompanied patients to provide reassurance and support.

We reviewed patient records and saw evidence that staff involved patients in decisions about their care. Where clinically appropriate, staff gave patients a choice about whether to be transported to hospital. When patients chose not to attend hospital, staff documented the decision and provided advice about when to seek further medical attention.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff informed us that patients were cared for appropriately during transfers between locations and supported them using familiar items and personal belongings throughout their journey. Patients were encouraged to keep essential items with them, such as walking sticks, spectacles and comfort items, including favourite toys.

Staff accessed specialist equipment to meet individual patient needs, including a bariatric stretcher designed to accommodate patients requiring additional support and stretcher harnesses that enabled the safe transport of children. The service also used pressure-relieving mattresses on stretchers and pressure-relieving cushions on wheelchairs to reduce the risk of pressure damage and promote patient comfort.

Staff supported patients who used mobility aids, such as walking frames, and provided wheelchairs when patients preferred or required them. They also offered practical assistance, emotional support and reassurance to patients and those close to them.

The service prioritised transport arrangements for patients with fixed appointment times and made every effort to avoid delays. Staff gave an example of remaining on duty after their shift had ended to ensure a patient could attend a planned appointment.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The service promoted staff wellbeing and provided a range of welfare arrangements to support staff while at work. Staff had access to free hot and cold drinks, and during periods of hot weather the service provided additional refreshments, including ice creams.

The service ensured staff had access to appropriate resources and facilities to work safely, including opportunities to take breaks and designated rest areas. Staff told us they felt valued and supported by both their leaders and colleagues.

The service also provided access to confidential support services that offered advice, information and wellbeing support when needed.

Staff with protected characteristics told us they felt included, respected and treated fairly within the service.

Leaders recognised and celebrated staff achievements, including compliments and positive feedback received from providers and people using the service, which helped to promote a positive and supportive culture.