Hearts First Ambulance Service Limited

Patients, and their representatives, were involved in decisions relating to their individual needs. The service provided information in a way patients understood.

Patients were invited to give feedback and raise concerns; feedback was used to make changes to services. The service worked with commissioners so patients could access the service. Vehicles and equipment were adjusted to allow access for patients. The service had quality monitoring to reduce health and care inequalities. The service had exceptional staff well-being provision, including access to private health insurance, wellbeing support and a tailored bonus system.