• Ambulance service

Pro Medicus

Overall: Requires improvement read more about inspection ratings

Unit 21, Thrales End Farm, Thrales End Lane, Harpenden, Hertfordshire, AL5 3NS (01582) 969313

Provided and run by:
Promedicus Limited

Important: This service was previously registered at a different address - see old profile

Latest inspection summary

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Background to this inspection

Updated 11 November 2022

Pro Medicus is a private ambulance service based in Harpenden, Hertfordshire. It was formed 18 years ago and has 14 vehicles designed for emergencies, patient transport and medical event journeys. Event medical services are not regulated by the CQC but we do regulate ambulance journeys from events to healthcare facilities if they take place on a public road.

Pro Medicus mainly provides care and treatment to people in Hertfordshire and Bedfordshire however crews can undertake long-distance journeys if necessary. The company has a contract with the local NHS ambulance service to provide one ambulance and crew each week to respond to 999 calls. It also has an arrangement with a local hospital to provide patient transport services for adults and children. Approximately 70 patients are transported and an average of 16 emergency patients are treated each week.

The registered manager had been in post since the service opened in 2004. We last inspected the service in December 2017 but did not give it a rating as we did not have a legal duty to rate independent ambulance services at that time.

The main service provided by this service was patient transport services. Where our findings on patient transport services – for example, management arrangements – also apply to other services, we do not repeat the information but cross-refer to the main service.

Overall inspection

Requires improvement

Updated 11 November 2022

We rated the service as requires improvement because:

  • The service did not control infection risks well. There was a lack of reporting of safety incidents. Lessons learned from incidents were not shared with staff. Safety information was not always reliable and some equipment was worn or damaged. Medicines were not stored correctly.
  • Leaders did not always understand or manage the priorities and issues the service faced. Governance processes and risk management processes were not effective.

However:

  • The service mostly had enough staff to care for patients and keep them safe. Staff had training in key skills and understood how to protect patients from abuse. They assessed risks to patients, acted on them and kept good care records.
  • Staff provided good care and treatment. The service mostly met agreed response times. Staff worked well together for the benefit of patients and supported them to make decisions about their care.
  • Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
  • The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. Most people could access the service when they needed it and did not have to wait too long for treatment.
  • Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services.

Emergency and urgent care

Requires improvement

Updated 11 November 2022

Emergency and urgent care is a small proportion of service activity. The main service was patient transport services. Where arrangements were the same, we have reported findings in the patient transport section.

We rated this service as requires improvement because safety and leadership required improvement. However, it was effective, caring and responsive.