- Ambulance service
Criticare UK Ambulance Service
Assessment report published 21 August 2026
Contents
Ratings - Patient transport services
Our view of the service
Staff now assessed and mitigated the risks in relation to infection prevention and control, and the operational base was safer and secure. There were processes to monitor the quality of the service delivered. The patient transport service provided safe, effective and person-centred care, with clear systems and processes to support the timely coordination of patient journeys. Staff worked together with system partners and community services to provide and support timely patient transport services.
The service was flexible in responding to demand and used forward planning and shared oversight to manage capacity and reduce risks. Staff treated patients with dignity and compassion, adapting care to meet individual needs, including those requiring additional support.
Overall, the service was well organised and responsive, with a strong focus on partnership working, service improvement and delivering positive outcomes for patients.
People's experience of this service
We reviewed patient feedback and found patients were consistently positive about the service they received. Patients described staff as caring, professional and respectful, and told us they were treated with dignity and compassion throughout their transport journey. Patients felt staff listened to them, responded to their individual needs and provided reassurance where required.
The provider actively sought feedback and shared examples of positive patient experiences, which highlighted the kindness, communication and supportive approach of staff. Patients were able to raise concerns and provide feedback about the service, and the provider had systems to review and respond to this information.
Overall, patient feedback reflected a caring, person-centred service where patients felt safe, respected and well supported during transport.