Archived: Medical Center

Updated 17 December 2019

Medical Center is operated by Polaris Medical Services Limited. The service opened in 2015. It is an independent ambulance service based in Iver, Buckinghamshire. The service serves communities across the East and South of Britain.

At the time of this inspection, the headquarters was based at Pinewood Studios. This was where the back offices were located which housed the managers’ offices, human resources and staff files. An ambulance was also located at the headquarters in case a filming incident required paramedic assistance.

The base in Reading was a stand-by point for staff to be able to rest and restock ambulances. A training centre was also based at this location. The base in Slough was the main ‘Make Ready’ centre, this was where ambulances were cleaned, restocked and serviced.

The urgent and emergency care vehicles were operated mainly from the Slough base. The service provided emergency and urgent care to several NHS ambulance trusts as well as ad hoc events and support services to sports events, festivals and films, which CQC was unable to inspect as we do not have legal grounds to do so.

The service has had a registered manager in post since 2015.

Updated 17 December 2019

Emergency and urgent care was the main activity. We rated this service as outstanding for effective and carin g because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them.
• Staff provided outstanding care and treatment. The in-house tools developed to support crews whilst treating p atients were innovative and supported positive patient outcomes. The training opportunities available to staff were creative and encouraged a positive culture. The Medical Center was achieving recognised accreditation schemes that supported the local health economy. Managers monitored the effectiveness of the service and made sure staff were competent. 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, and we received numerous examples of staff going above and beyond. The ethos of putting the patient first was embedded within the culture. Staff respected patient’s privacy and dignity, took account of their individual needs, and helped them understand their conditions. Staff understood the importance of supporting friends and family as well as the patient.
• 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.
• Leaders ran services well and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued.

Updated 17 December 2019