- Ambulance service
ERS Medical North
Assessment report published 15 October 2026
Contents
Ratings - Patient transport services
Our view of the service
ERS Medical North, an independent ambulance service provides patient transport services that are non‑urgent, and non‑specialist including discharges from hospitals, travel to appointments and between hospitals. In addition, journeys include transport from home to a care home, from home to respite care, and to end of life care facilities. The service also supports children and young people. This includes transfers between home and respite care, and occasions where the police need help to safely move a child.
We carried out a comprehensive assessment of ERS Medical North, patient transport services (PTS), where we assessed 32 quality statements. The assessment included unannounced site visits on 14 May 2026 to the Manchester location and 21 May 2026 to the Leeds site.
During the inspection we observed care and gathered the views of both staff and leaders. From these 2 locations the service had conducted 18,199 patient transports in the 6 months prior to the inspection. They transported both adults and children.
At this assessment, we rated ERS Medical North good. This assessment was undertaken in response to information of concern, to review whether the service was operating safely and whether governance arrangements provided sufficient assurance of quality and compliance.
Staff carried out appropriate patient pre‑transfer and dynamic risk assessments, understood how to recognise and respond to a change in people’s condition and could describe appropriate escalation processes. Vehicles and equipment were generally clean, well maintained and appropriately stocked, and staff received relevant training to support safe care.
The service had effective systems and processes to deliver safe, high-quality care. Staff treated people as individuals, tailoring care and support to meet their specific needs and preferences. The service also demonstrated a positive culture supported by capable leadership.
However, continuing governance shortfalls limited overall assurance. These included inconsistent incident reporting and learning, weaknesses in recruitment and staff record checks, and policies and procedures that were not always accurate or up to date. These issues reduced confidence that leaders had effective oversight of quality and safety.
People's experience of this service
Feedback from people using the service and from staff interactions during the inspection was generally positive. Most people were supported by staff who were caring, respectful and focused on ensuring they were transported safely and with dignity. Evidence from observations, staff interviews and surveys showed that people’s comfort, safety and communication needs were usually well met during journeys.
During observations of patient transfers, we saw staff introduce themselves clearly, explain what would happen during the journey and check how people were feeling. Staff reassured people who were anxious, supported them sensitively during moving and handling, and maintained privacy and dignity throughout transfers, including for older people and those who were frail or acutely unwell. Handovers to receiving services were completed appropriately and staff worked effectively with hospital teams.
People were supported to feel safe during transport. Staff described the use of dynamic risk assessments before and during journeys. Where people’s condition deteriorated or risks changed, staff escalated concerns promptly and followed agreed processes, including returning people to hospital or seeking urgent clinical support. Staff demonstrated a clear understanding of safeguarding and could give examples of safeguarding concerns they had raised to protect people from harm.
Overall, people using the service were treated with kindness and respect and felt supported during their transport.