Pro Medicus

Ratings - Patient transport services

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

We assessed Pro Medicus from 11 to 13 June 2025.

We carried out this focused assessment to determine whether improvements had been made against the requirements of the Section 29 warning notices which were issued following our last assessment in January 2024.

We rated the service as requires improvement. We found 3 breaches of the regulations in relation to safe care and treatment, governance and the requirement to display CQC performance assessments. We also identified a breach of the registration regulations relating to the requirement to notify CQC of other incidents. The service did not always ensure that medical gases were stored in line with national guidance. We remained concerned that the service did not have an effective local incident reporting system in place. There were not always effective arrangements to monitor the safety and upkeep of the equipment and vehicles. We could not always be assured that the staff providing care or treatment to service users had the competence and skills to do so safely. The service did not always assess or manage the risk of infection. They did not always detect and control the risk of it spreading. Leaders did not demonstrate full oversight of service provision or understanding of regulatory requirements. The service did not have clear responsibilities, roles, systems of accountability and good governance. They did not act on the best information about risk, performance and outcomes, or share this securely with others when appropriate.

However,

All vehicles and equipment reviewed during our assessment were visibly clean. Processes had been implemented for auditing expiry dates of consumables and this meant that all consumables reviewed during our assessment were within their expiry date. Tamper-evident seals were used on medicines and kit bags, with serial numbers recorded and audited to confirm integrity prior to use. Regular temperature monitoring was in place across all medicine and medical gas storage areas. Staff provided positive feedback regarding the service’s leaders.

In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded. Or, if we have requested an action plan, this will be requested upon publication of the final report.

People's experience of this service

We were not able to observe any patient care during our on-site visit. 

We were not able to gather feedback from service users following our on-site visits as the provider did not share contact details when this was requested.   

Service users had not provided any feedback through the ‘share your experience’ forms on the CQC website since our last assessment.  

Partner organisations had not received any feedback from service users regarding the service.  

Healthwatch had not received any feedback regarding Pro Medicus.