Secure 24

Updated 1 October 2019

Secure 24 is operated by Definitive PSA ltd and registered with the CQC in 2013. The service is available 24 hours per day, every day of the year.

Although registered as a patient transport service; patients transferred by the service were physically able and this meant that vehicles used by the service were not equipped in the same way that conventional ambulances would be.

The service is an independent ambulance specialising in the secure transfer of mental health patients and those sectioned under the Mental Health Act 1983. The service transported both adults and children across the United Kingdom and the types of transfers included from secure mental health units, to prison or courts, transfers from mental health inpatient units and extraction and transportation to and from patients’ homes.

The service has had a registered manager in post since December 2013 and this individual was the Managing Director of the service.

We last inspected this service on 10 October 2017 and this was the first compliance inspection of the service that has been rated.

Updated 1 October 2019

Secure 24 is an independent ambulance service operated by Definitive PSA ltd. The service provides a patient transport service specialising in the transfer of mental health patients or behaviours that challenge, including those detained under the Mental Health Act 1983.

We inspected this service using our comprehensive inspection methodology. We carried out an unannounced inspection on 13 August 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 services.

We rated it as Good overall.

• Vehicles we reviewed were visibly clean, serviced and well maintained.

• The service had clear processes and systems to help keep vehicles and equipment ready for use. This included yearly MOTs, regular servicing and maintenance.

• All staff had undertaken in-house induction and mandatory training in key areas to provide them with the knowledge and skills they needed to do their jobs safely.

• Staff worked effectively with other providers to provide the transport service.

• Vehicles used by the service were bespoke and were designed with the patient and staff comfort and safety in mind.

• Patient experience forms circulated by the provider demonstrated consistently positive feedback.

• The service was provided 24 hours a day, 365 days a year.

• The service had a risk register that assessed, reviewed, and mitigated risks.

• The leadership supported their staff and looked for innovation and improvements

• Staff felt that they worked within in a supportive culture with a strong leadership team.

Nigel Acheson

Deputy Chief Inspector of Hospitals (London and South), on behalf of the Chief Inspector of Hospitals

Updated 1 October 2019

Patient transport services was the only service provided by Secure 24 . We rated this service as good because it was safe, effective, caring, responsive and well-led.