UK Emergency Medical Transport Ambulance Service Limited

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes

We looked for evidence that patients and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of patients and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that patients could access care in ways that met their personal circumstances and protected equality characteristics.

This is the first assessment for this service. This key question has been rated good. This meant patient’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

The service made sure patients were at the centre of their care and treatment choices and they decided, in partnership with patients, how to respond to any relevant changes in their needs.

Staff knew how to ensure patients had equal access to their service. When office staff received booking information for patient transfers, they asked about any reasonable adjustments such as disability or sensory loss as part of their additional needs. Crews had all the necessary information and knew what to expect because information was shared with them. The service had a reasonable adjustments policy to which staff adhered. This referenced legal frameworks such as the Equality Act 2010 and NHS England's Accessible Information Standard.

The service mainly provided secure mental health transfers.

This included some patients’ aged between 12 and 18 years. The secure transfer was assessed and adapted to take account of this. For example, having a parent during the transport journey.

Managers made sure staff, patients, families and carers could get help from interpreters or signers when needed.

We reviewed 4 patient transport records to assess how staff gave choice and involved individuals in decisions. For example, transporting patients on a stretcher, wheelchair or ambulance seat.

The service understood the diverse health and care needs of patients and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service planned and provided care in ways which met the needs of local people, and the communities served. They worked with others in the wider system and local organisations to plan care where relevant. For example, the registered manager worked closely with local approved mental health professionals to support short notice secure transfers.

The service usually supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Crews could use communication aids for non-verbal, speech impaired or neuro-diverse patients. Vehicles had pictograms onboard with phrases and smiley faces, which helped staff to ask children or people who were speech-impaired how they felt, including pain scores.

There had been no statutory notifications that required reporting at the time of the assessment.

The service kept paper and electronic patient records. These were stored securely and information was shared with those who needed the information.

The service generally made it easy for patients to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved patients in decisions about their care and told them what had changed as a result.

The service and staff made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support.

The local NHS trust from whom UK Emergency Medical Transport Ambulance Service subcontracted retained responsibility for complaints and their investigation. Where such a complaint arose the ambulance service was made aware of the matter and were involved in investigating and identifying learning from this.

The service had not received any complaints since CQC registration in February 2026.

The service ensured patients could access the care, support and treatment they needed when they needed it.

The service supported local secure transfers often at short notice. These included community to hospital, hospital transfer and hospital to home. Waiting times for collection and delivery to pre-arranged appointments were monitored for efficiency and timeliness.

Staff planned patients’ transport arrangements carefully, particularly for those with complex mental health and social care needs.

Staff and leaders listened to information about patients who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People who did not speak English as their first language could access the service. If required, a translator would accompany the patient during the secure transfer. There was a range of pictorial information to assist staff in engaging with people who had additional needs.