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Medicmart Ambulance Service Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 30 January 2020

Medicmart Ambulance Service is operated by Medicmart Ambulance Service Limited. The service provides a patient transport service within Peterborough and Cambridgeshire.

We inspected this service using our comprehensive inspection methodology. We carried out the announced part of the inspection on 21 October 2019 and an unannounced follow inspection on the 11 November 2019.

To get to the heart of patients’ experiences of care and treatment, we ask the same five questions of all services: are they safe, effective, caring, responsive to people's needs, and well-led?

Throughout the inspection, we took account of what people told us and how the provider understood and complied with the Mental Capacity Act 2005.

The main service provided by this service was patient transport.

We rated this service as

Requires improvement

overall.

The service had enough staff to care for patients and keep them safe. Staff understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records.

Staff provided good care and treatment, gave patients enough to eat and drink. Staff worked well together for the benefit of patients, supported them to make decisions about their care, and had access to good information.

Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs. 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. People could access the service when they needed it and did not have to wait too long for transport.

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 and all staff were committed to improving services continually.

However:

Staff had access to training in key skills, but not everyone completed this.

 Managers had not completed all staff appraisals to ensure staff competencies were up to date.

Managers did not routinely audit the quality of the service or use quality reviews to drive improvement.

Following this inspection, we told the provider it should make other improvements to help the service improve.

Heidi Smoult

Deputy Chief Inspector of Hospitals, on behalf of the Chief Inspector of Hospitals

Inspection areas

Safe

Requires improvement

Updated 30 January 2020

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Effective

Requires improvement

Updated 30 January 2020

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Caring

Good

Updated 30 January 2020

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Responsive

Good

Updated 30 January 2020

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Well-led

Requires improvement

Updated 30 January 2020

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Checks on specific services

Patient transport services

Requires improvement

Updated 30 January 2020

The main service was patient transport services.

We rated this service as Requires improvement overall.

  • The service had enough staff to care for patients and keep them safe. Staff understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records.
  • Staff provided good care and treatment, gave patients enough to eat and drink. Staff worked well together for the benefit of patients, supported them to make decisions about their care, and had access to good information.
  • Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs. 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. People could access the service when they needed it and did not have to wait too long for transport.
  • 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 and all staff were committed to improving services continually.

However:

  • Staff had training in key skills, not everyone completed this.
  • Managers had not completed all staff appraisals to ensure all staff competencies were up to date.
  • Managers did not routinely audit the quality of the service or use this to drive improvement.