EMED Sussex

We found that the service was not always responsive to people’s needs or circumstances. Leaders did not consistently ensure that transport arrangements were person‑centred, timely or flexible, and people were not always kept informed when journeys were delayed, cancelled or aborted. These issues particularly affected people attending time‑critical appointments such as renal dialysis and reduced confidence in the service’s ability to respond appropriately when needs changed.

Staff did not consistently plan or coordinate journeys to ensure equitable access or reflect individual preferences. Leaders did not routinely monitor the impact of delays, which could result in unaddressed inequalities and a disproportionate impact on more vulnerable patients. In addition, although the service had systems to capture patient feedback and complaints, people were not always clear how to raise concerns or how feedback had led to improvement. However, staff were responsive in their day‑to‑day interactions with people. Crews adapted their communication to meet individual needs, using interpretation services, pictorial aids and supportive approaches to reassure patients. Staff responded appropriately to changes in people’s condition during journeys and took action to prioritise comfort, safety and dignity. The service also provided accessible information in a range of formats and languages and complied with the Accessible Information Standard.