Hearts First Ambulance Service Limited

This independent ambulance service provided the following activities: Transport services, triage and medical advice provided remotely and Treatment of disease, disorder or injury. They provided services to support private contracts, repatriation and some medical cover for events. CQC does not currently regulate event medical cover.

Staff and patients were confident to raise concerns and were empowered to speak up. Leaders promptly investigated incidents thoroughly in line with policies. Staff had robust understanding of safeguarding principles and leaders had the appropriate training to support staff and patients. Risk assessments were always carried out to identify potential risks to patients and actions were taken promptly to support safety.

Staff were trained to a high standard and there were enough staff with the right clinical skills and experience to support patients. There was effective and safe management of medicine and medical gases throughout the service. Staff were confident within their roles and could recognise and manage a deteriorating patient.

The staff maintained vehicles and equipment to an exceptional high standard. Staff and patients were kept safe. Through continuous monitoring and focused staff training and development they ensured patients received an exceptional service.

At our previous assessment we issued a requirement notice for breaches relating to safe staffing and good governance. The service had made significant improvements and were no longer in breach.