UK Event Medical Services Limited

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

The service worked with patients to understand and manage risks. Care and support met patients' needs in ways which were safe and supportive, and enabled them to do the things that mattered to them.

When people communicated their needs, emotions or distress, staff could manage this in a positive way, which protects their rights and dignity and maximised learning for the future about the causes of their distress.

We looked for evidence that patient were treated with kindness, empathy and compassion. We assessed the levels of patient’s privacy and dignity afforded to patients. We asked patients to tell us about their experiences, if they were respected, if 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 patient’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

This is the first assessment of the provider under the current registration.

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.

Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff introduced themselves to patients and said what their role was. Staff were discreet and responsive when supporting patients. They took their time to interact with patients and those close to them in a respectful and considerate way. Patients were covered when minimally dressed and staff ensured they were suitably warm and comfortable for the journey they were taking.

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.

Staff followed policy to keep patient care and treatment confidential.

Staff understood and respected the personal, cultural, social, and religious needs of patients and how they may relate to care needs. For example, all staff could articulate how they could meet the needs of patients with differing needs, examples given included patients with learning disabilities.

Patient feedback told us they were treated as individuals and staff mostly enabled them to have their needs met on time, where this was dependent on timely transport arrangements.

Feedback was gathered through patient surveys and concerns were responded to. Staff described transportation plans and how these were tailored to individual needs and circumstances.

Staff told us how patients were encouraged to be as independent as possible when moving to and from vehicles and that assistance was only given when required.

There were aids and equipment available to support people’s independence, such as wheelchairs and other transportation aids. Staff were aware of these tools and how to support people to use them.

Staff observed patients and intervened where they saw people were uncomfortable, uncovered or distressed. They were able to use familiar items of equipment, such as walking sticks and were encouraged to bring any belongings they needed with them, for example, their spectacles.

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. Paediatric stretcher harnesses were also stored onboard. These could reduce the stretcher’s strap size by half to safely transport children.

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.

Staff had access to resource and facilities for safe working. This included being able to take breaks, designated rest areas, access to 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 had access to personalised support which recognised the diversity within the workforce.

Staff felt valued by their leaders and their colleagues. Staff had opportunities to contribute to service development. We spoke to staff who told us, for example, that they had requested and received specialist moving equipment.

The provider and local leaders ensured staff with protected characteristics felt included and respected within the service.