Criticare UK 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

At our last assessment we rated this key question was not rated. At this assessment the rating was 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 service always treated patient with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The provider consistently treated patients with kindness, compassion and respect. Staff understood the importance of delivering a caring and person-centred service and were committed to maintaining patients' privacy, dignity and independence throughout their transport journey.

Patients were supported in a respectful manner and were given assistance based on their individual needs. Staff told us they took time to communicate with patients, explain arrangements and provide reassurance where required. Feedback reviewed indicated staff treated patients with courtesy and professionalism.

The provider promoted a culture of respect and consideration for others. Staff recognised the importance of maintaining confidentiality and protecting patients' privacy during transport and when sharing information with other healthcare providers. Staff also worked positively with colleagues and professionals from external organisations, supporting effective partnership working and continuity of care.

The service treated patient as individuals and made sure patient’s care met their needs and preferences.

The provider treated patients as individuals and took account of their personal needs, preferences and circumstances when delivering patient transport services. Information gathered during the booking process helped staff understand patients' mobility requirements, health conditions and any additional support needs. This enabled transport arrangements to be tailored as required.

Staff demonstrated a person-centred approach and recognised the importance of respecting patients' choices, independence and dignity. Patient needs were considered throughout the transport journey, with staff adapting their approach where required to ensure patients felt comfortable, supported and safe.

The provider's systems enabled relevant information about patients' needs to be shared with crews before transport, helping to ensure care was delivered in a way that reflected individual preferences and requirements.

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

The provider promoted patients' independence, choice and control throughout their transport journey. Staff recognised the importance of supporting patients to make decisions about their care and transport arrangements wherever possible and adapted their approach to meet individual needs.

Information about patients' requirements, preferences and any additional support needs was recorded and shared with crews in advance of transport. We reviewed examples of Transport Record Forms (TRFs) which demonstrated staff routinely considered individual circumstances and made reasonable adjustments to support patients safely and comfortably. These included specific instructions relating to mobility requirements, communication needs and assistance required during collection and transport.

Staff were aware of the importance of maintaining patients' independence and dignity and provided support that was proportionate to individual needs. Care was delivered in a way that encouraged patients to remain involved in decisions affecting their journey and respected their preferences wherever possible.

The 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.

Staff listened to and understood patients' needs, views and preferences and responded effectively during transport journeys. Systems ensured relevant information about patients' individual requirements was identified at the point of booking and communicated to crews before transport took place.

Booking records captured information relating to patients with dementia, learning disabilities and autistic people. This enabled staff to prepare for journeys and adapt their approach to meet individual communication, support and reassurance needs. Staff had access to information that helped them recognise and respond to circumstances that could cause patients distress, discomfort or anxiety during transport.

Crews were expected to remain attentive to patients throughout the journey and respond to changing needs as they arose. The provider's processes ensured important information was shared effectively, supporting person-centred care and helping staff provide support in the moment.

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

The provider demonstrated a commitment to supporting staff wellbeing and creating an environment where staff felt valued and able to deliver person-centred care. Leaders recognised the link between staff wellbeing, service quality and patient experience and had measures in place to support the workforce.

The provider had a wellbeing offer available to staff and encouraged open communication regarding health, welfare and workplace concerns. Evidence reviewed showed the provider had commissioned an external HR consultant to undertake a review of staff morale and workplace culture. This provided valuable independent feedback and enabled leaders to better understand staff experiences and identify opportunities to strengthen support arrangements.

Staff wellbeing formed part of the provider's wider workforce strategy, with leaders using feedback and engagement activities to inform improvements. Staff were supported through regular communication, career conversations and management oversight, helping to create a positive working environment.