Archived: Mobilecare - South of England

Is the service safe?

We saw that staff had received appropriate training. Vehicles had been maintained according the manufacturer's instructions.

Is the service effective?

We saw positive comments from people who used the service and their relatives. We also received feedback from a hospital they provided transport services for.

Is the service caring?

People who used the service told us they have received excellent care and found the staff to be excellent.

Is the service responsive?

The provider is a small independent ambulance service primarily providing transport for patients being discharged from Weston Hospital. The provider was able to respond appropriately to requests for transport from the Trust.

Is the service well-led?

Due to recent staffing problems, the registered manager had been reviewing all aspects of the organisation to identify areas of improvement.

We looked at surveys that people had completed and the feedback was positive. Comments included ""staff were very obliging; nothing was too much trouble', "driver was very efficient, very good', 'journey was comfortable and the crew were great', 'pleasant experience the crew were funny' and 'very professional and courteous'.

We spoke with three members of staff and the resource and registered manager for Mobilecare. We spoke with the staff on the telephone due to the logistics of where they were based.

Care and treatment was planned and delivered in a way that ensured people's safety and welfare.

Appropriate arrangements were in place in relation to the storage and recording of medicine. Medicines were safely administered to people using the service. This was because there were systems in place to audit the medication and there was clear guidance for staff in respect of their roles and responsibilities.

There were suitable systems in place to check the quality of care and the overall service people received. People's views were sought to improve the service periodically. Systems were in place to investigate any complaints.

We did look at surveys that people had completed and the feedback was positive. Comments included 'staff were very helpful' and 'it was a quick and efficient service' and 'the staff were kind, helpful and professional'.

Systems were in place to ensure that suitable skilled staff worked for the organisation and that they received regular training.