During an assessment of Patient transport services
We assessed this service using our comprehensive methodology. We carried out an announced assessment on 21 and 30 April 2026. We gave the service notice that we were coming to inspect to ensure the service was open.
Where we have a legal duty to do so we rate services’ performance against each key question as outstanding, good, requires improvement or inadequate. Throughout the inspection, we took account of what people told us and how the provider understood and complied with the Mental Capacity Act 2005.
This was the first assessment of Health Tech Group Limited patient transport which we rated as Inadequate
The service had a negative learning culture; employment and other arrangements made it difficult for both staff and patients to raise concerns. Staff did not always manage risks to patients and themselves. Not all staff understood how to protect patients from abuse. Staff employment arrangements did not provide assurance for ongoing safe and effective service provision.
Staff did not fully assess, plan, deliver or review patients’ needs in line with legislation, company policy and current evidence-based good practice. Staff did not work together or with others effectively and appropriately to provide continuity of care.
Staff cared for patients in a way that met their expectations and respected their privacy and dignity. There was a culture which lacked kindness and respect to staff.
The lack of effective systems to assess people’s needs meant services were not person centred. The lack of required information meant people’s needs could not be safely or effectively met. Systems in place to provide feedback were in another company name which made it difficult for people to effectively provide feedback. An inability to provide feedback meant peoples complaints about their care and treatment may not be identified to the regulated provider and appropriate actions undertaken. Staff made limited adjustments when they could.
Managers and leaders were not caring and compassionate and did not have the skills and abilities to run the service. Managers did not promote a positive and supportive culture. Staff did not feel respected, supported or valued. There were limited systems to manage performance, which were only used to address negative concerns. Risks were not always identified or escalated, and actions were not in place to reduce their impact.
However, we found staff had training opportunities, although we saw examples where staff were charged for this. The ambulance was clean and suitably equipped with maintenance arrangements in place.
During the inspection, we visited Health Tech Services Group Limited Telford and spoke with 2 staff including the registered manager. Following our onsite inspection, we spoke with 7 staff and contacted 5 people who had used the service as patients. During our inspection, we reviewed 12 patient record forms who had been transported by Health Tech Services Group Limited.