Cornwall & The Isles of Scilly – Plymouth

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

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

At this first assessment we rated this key question good.

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 evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

During our assessment we observed staff treating people with kindness and compassion. We observed 9 conveyances. Staff knew their patients well and addressed them personally and in a way the patient wished to be identified. People were happy to see the ambulance staff.

Staff took the time to engage with people and explain what they were doing when fastening their wheelchair into the ambulance. Staff ensured people were comfortable and checked if they needed anything throughout the journey.

We observed staff being polite and friendly to other healthcare professionals and staff from other services.

Patients spoken with felt their needs were met in a timely way. We saw patients were attended to in a kind and supportive way. Patients appeared comfortable on vehicles and when transported in wheelchairs. They were engaged in conversations with staff as they were skilled and experienced in their duties.

Patients who were particularly anxious, who were very young or who had cognitive impairment were able to have somebody familiar with them. Patients said staff treated them well and with kindness and they were happy with the service they received. Patients we spoke with told us they felt safe with staff and during transportation.

Staff followed policy to keep patient care and treatment confidential.

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

The control centre identified peoples’ individual needs and recorded information for the ambulance staff at the initial booking. This allowed staff to make any reasonable adjustments and ensure there were enough crew on each conveyance.

Staff made sure care was adapted to meet people’s individual needs and preferences. We observed staff adapting their care to meet individuals’ communication and physical needs. Ambulances could be adapted for wheelchairs and mobile patients. Staff told us they were confident dealing with people from different backgrounds or with protected characteristics and had up to date training.

The service promoted patient’s independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing. The service understood the importance of people’s independence and supported them to achieve this.

During our observation, staff accompanied people to the reception area but allowed them to check-in independently. Staff offered appropriate support by repeating questions when they were unable to hear the receptionist and assisted them to the waiting room.

People could request the gender crew members they wanted if there was a specific need. Staff told us some people would only travel alone or with same gender crews. The service would try and accommodate this.

People could request to stop on long journeys for refreshments. Staff said they would always accommodate their needs and stop at a safe location.

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

The service understood the importance of communicating and responding to people’s needs. We observed staff checking on people during conveyance ensuring they were comfortable. Staff told us they were aware of people’s resuscitation status before a conveyance and were trained in basic first aid.

Staff told us when they transported a patient home from hospital they would ensure they had everything they needed before they left. For example, staff told us they would make the person a cup of tea and ensure they had something in the house to eat.

Staff could access specialist equipment to meet patient’s specific needs. For example, vehicles had ambulance trolley stretchers both onboard and in their storeroom which could accommodate bariatric patients.

People who used mobility aids such as walking frames or crutches were supported to do so and wheelchairs were also available if they preferred to use these.

Staff gave patients and those close to them help, emotional support and advice when they needed it.

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

Staff had access to resource and facilities for safe working. This included being able to take breaks, designated rest areas, drink and food out of hours.

Staff were able to provide feedback, raise concerns and suggest ways to improve the service or staff experiences and could expect a response.

Staff told us they were able to provide feedback and talk openly with management. There had been positive changes impacting staff morale and the work environment. Staff told us they felt supported and happy in their jobs. Staff feedback demonstrated a positive workplace culture and good leadership.

Staff felt valued by their leaders and their colleagues. The provider published a monthly journal to update staff on any developments. This included appreciation and thanks to staff and welcomed new starters. The provider also had “Employee of the Month” nominees and winner.

Managers had fully considered staff welfare. There was a health and safety policy, which set out responsibilities at all levels.