Marches 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

This is the first assessment for this newly registered-service. This key question has been rated good.

People were supported and treated with dignity and respect; and involved as partners in their care. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. 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. This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

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 treated colleagues from other organisations with kindness and respect.

Staff we spoke with identified attitudes and behaviours which demonstrated they were discreet, respectful and responsive, providing patients with help, emotional support and advice at the time they needed it.

Patients’ records we looked at and people we spoke with showed staff supported patients to understand and manage their care, treatment or condition.

Patients’ records we looked at showed staff had supported and directed patients to other services when appropriate and, if required, supported them to access those services.

People we spoke with said staff treated them and their loved ones well and behaved appropriately towards them. They told us staff had understood their individual needs.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards patients without fear of the consequences.

Staff maintained the confidentiality of information about patients.

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 made adjustments for patients for example, by ensuring people’s access to ambulances and availability of suitable equipment to meet their needs premises and by meeting patient’s specific communication needs.

Staff had made information leaflets available in languages spoken by patients. Managers ensured that staff and patients had easy access to interpreters and/or signers.

We reviewed patient records. They showed patients were involved in decisions about whether to convey them to hospital. Staff supported patients loved ones to be involved or if required they could accompany them, especially if they were experiencing extreme confusion.

Feedback received by the service identified a member of the public thanked the Marches Ambulance Service team after a member of their family had collapsed. They praised the staff members for being professional, helpful and going the extra mile by contacting the patient’s GP. Other feedback we saw was a patient sustained a deep cut to their limb, the Marches medical team were very helpful and reassuring in treating the wound thoroughly, with clear advice given.

We noted other patient feedback, which identified the patient had received kind and professional treatment after an infected insect bite. They feedback that the staff member provided effective care, advice, and reassurance.

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

People were supported to have choice and control over their own care and to make decisions about their care, treatment and wellbeing.

People had access to their friends and family while they are using a service.

There was appropriate equipment to support and maximise people’s independence and outcomes from care and treatment.

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.

People’s needs, views, wishes and comfort were a priority and staff quickly anticipated these to avoid any preventable discomfort, concern or distress.

Staff were alert to people’s needs and records showed they took time to observe, communicate and engage people in discussions about their immediate needs.

Staff quickly recognised when people needed urgent help or support and used appropriate tools to assist.

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

People’s experience of a service was driven by a culture that promoted good wellbeing through inclusivity, active listening, and open conversations. This enabled staff to do their job well.

There was a culture of kindness and respect extended to colleagues who were treated kindly and respect. Patients benefited from staff who had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. If necessary, leaders provided a timely and considered response. managers ensured staff were listened to.

The service recognised and met the wellbeing needs of staff. These included arrangements for safe working. The welfare officers received training in in mental health first aid, freedom to speak up, and Stress Awareness. The welfare officer responsibilities included attendance at medical and event settings and de-escalation techniques for emotional distress.

Staff surveys demonstrated high satisfaction and strong support culture. Several staff we spoke said this was the best event service they had worked for.