Alpha Care Ambulance Service

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes

We looked for evidence that people and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of people and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that people could access care in ways that met their personal circumstances and protected equality characteristics.

At the last assessment we rated this question as good.

At this assessment the key question has remained good.

This meant people’s needs were met through good organisation and delivery.

Staff developed strong, positive relationships with people who used the service and demonstrated a good understanding of their individual needs and preferences. The service delivered flexible, person-centred transport that supported continuity of care and worked closely with healthcare partners to respond to changing local needs. Staff made reasonable adjustments to promote equitable access, used a range of communication methods to support patients, and involved people in decisions about their care. The service also worked to minimise barriers to access and ensure people received timely transport that met their needs and circumstances.

We have not awarded this service a score for Responsive.

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

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff spoke positively about the service and demonstrated strong, long-standing relationships with the people who used it. They described supporting some individuals over many years, enabling them to develop a detailed understanding of their needs, preferences and communication styles. For example, staff told us they had supported a child from the age of 4 through to adulthood at 18 years of age. Staff also explained that family members of people they had supported had subsequently joined the service as employees. This reflected the positive relationships developed by staff and demonstrated a person-centred approach that promoted continuity of care and consistency for patients and their families.

Staff understood the importance of providing care that met individual needs and ensured patients could access the service equitably. When receiving booking information for patient transfers, staff routinely gathered details about any additional needs and reasonable adjustments required, including disabilities, sensory impairments, communication needs or mobility requirements. They shared this information with crews before the journey, ensuring staff were well prepared and able to provide appropriate support tailored to each patient's needs.

We reviewed patient records which showed staff tailored care to patients' individual clinical needs and circumstances. The records included patients presenting with a range of conditions, including falls, ankle injuries, anaphylaxis and acute abdominal pain. Staff completed individual assessments and adapted treatment, monitoring and onward care arrangements according to each patient's presentation. This demonstrated a person-centred approach to care delivery.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service provided a flexible range of transport services, including NHS patient transport services, private journeys and social care transport.

Staff described supporting patients during adverse weather events, including flooding, and undertaking transport for court appearances where suitably qualified crews were required.

The service completed patient transport journeys 6 days a week and adapted its services to respond to local needs. For example, when a local hospital experienced a short-notice reduction in overnight transport provision from another provider, leaders rearranged staff rotas to provide temporary additional cover. This helped maintain access to transport services and supported continuity of care for patients. This demonstrated the service's ability to work flexibly with healthcare partners to meet changing demands and support integrated care pathways.

The service delivered inclusive care and carefully considered the complexity of patients' needs when providing medical cover at events. Service leaders ensured that staff deployed to events possessed the appropriate qualifications, skills and experience to meet anticipated care needs. They also ensured crews had access to the correct vehicles, equipment and medicines to provide safe and effective care tailored to the nature and risk profile of each event.

The service planned event cover according to the specific needs of attendees and ensured resources were proportionate to the expected level of clinical demand. This approach helped ensure patients received timely and appropriate care from suitably trained staff.

Where patients required further assessment or treatment beyond the scope of care available at the event, staff transported them to the nearest hospital with an urgent and emergency care department when clinically appropriate. Alternatively, staff signposted patients to other relevant healthcare services, such as their GP, community healthcare providers or urgent care services, to ensure they received ongoing support and treatment appropriate to their needs.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service took steps to support patients' communication needs. Staff used communication aids to support patients who were non-verbal, had speech impairments or had communication needs associated with neurodiversity. Vehicles carried pictorial communication cards containing common phrases, which helped staff communicate with children and patients who had difficulty expressing how they felt. Staff also told us they considered patients' individual communication needs when providing care.

The service provided information through its website and social media platforms, which gave patients, families and carers additional ways to access information about the service.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

The service had an up to date complaints and compliments policy, which outlined the process for receiving, investigating and responding to complaints. The policy also detailed the internal escalation process available where a complainant remained dissatisfied with the outcome or felt their concerns had not been addressed appropriately. However, the policy did not provide information within its complaints process about external independent review options, such as the Parliamentary and Health Service Ombudsman for NHS patients and did not subscribe to an independent adjudication service for private patients.

The service made complaints and compliments forms readily available within its vehicles. Staff could provide these forms to patients, and their relatives, carers or loved ones should they wish to raise a concern or share positive feedback about the care received.

The service reported that it had not received any complaints during the previous 12 months. The service told us that, should a complaint be received, they would investigate it in line with their policy and ensure any learning identified was shared with staff and incorporated into practice to support continuous improvement.

The service's website included a function that allowed patients and members of the public to leave feedback. Patients were also encouraged to complete satisfaction surveys, which were available within ambulances and via an online review platform. Staff told us they routinely promoted these surveys; however, completed forms were rarely returned.

The service made sure that people could access the care, support and treatment they needed when they needed it.

Leaders and staff worked to ensure patients were collected and returned home without unnecessary delays. They planned transport arrangements carefully, particularly for patients with complex physical, mental health or social care needs, to promote equitable access to appointments and services.

The service deployed resources to meet demand and kept external contractors informed of vehicle availability where appropriate. Staff communicated any unforeseen delays promptly to patients or organisations commissioning the transport, helping to manage expectations and minimise disruption.

Where patients required transport at specific times to attend appointments, the service made every effort to accommodate these requests. Staff provided an example of going above and beyond to meet a patient's needs, where a crew remained on duty beyond the end of their shift to ensure a patient was able to attend a scheduled appointment.

Staff received induction training which covered the correct use of all accessibility adaptations, with ongoing continuing professional development to reinforce safe and inclusive care practices. These measures ensured patients with mobility or accessibility needs were safely and comfortably accommodated during transport and treatment, supporting consistent and equitable access to care and treatment.

Leaders planned event medical cover according to the size, nature and risks associated with each event to help ensure people could access timely assessment, treatment and, where required, transport to hospital. Staff considered people's communication and accessibility needs and had access to visual communication aids to support patients with sensory impairments or communication difficulties. These arrangements helped remove barriers and promote equitable access to care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

All staff completed Equality, Diversity and Human Rights training, with a compliance rate of 100% during the previous 12 months. The service also maintained an up-to-date Equality, Diversity and Human Rights policy to support inclusive practice and ensure staff understood their responsibilities.

Staff used information gathered through pre-assessment questions, booking details and patient feedback to identify individuals who may be at risk of experiencing inequalities in accessing or receiving care. They considered patients' protected characteristics, communication needs, disabilities and other individual circumstances when planning and delivering services.

Staff used this information to make reasonable adjustments and tailor care to meet individual needs. For example, they ensured specialist equipment was available where required and shared relevant information with crews in advance of journeys. This helped to promote equitable experiences and outcomes for patients by ensuring they received care and support that reflected their specific needs and circumstances.