All inspections: Bristol Ambulance EMS - Care Quality Commission

The assessment was carried out on 21 January 2026.

We carried out this assessment in line with our routine assessment priorities. We assessed 2 quality statements for the key question safe.

At our last assessment we rated the service outstanding. At this assessment the rating has remained outstanding.

Staff were trained to recognise and report abuse. Training covered key legal frameworks, including the Mental Capacity Act and Deprivation of Liberty Safeguards. Staff were supported by an on‑call manager for safeguarding concerns, and the service worked closely with hospitals and local authorities to share learning. Policies and procedures were up-to-date and clearly outlined responsibilities, while recruitment checks, including references and DBS checks, were completed according to legal requirements, with risk assessments carried out where needed.

The service ensured there was enough skilled, experienced staff, who were supported through structured induction, supervision, appraisals and opportunities for professional development, including apprenticeships and specialist driver training. Recruitment files contained the necessary documentation in line with recruitment policy and legal requirements. Managers acted promptly to address performance issues, ensuring safe, high‑quality care that met people’s individual needs.

The assessment was carried out on 21 January 2026.

We carried out this assessment in line with our routine assessment priorities. We assessed 2 quality statements for the key question safe.

At our last assessment we rated the service outstanding. At this assessment the rating has remained outstanding.

Staff were trained to recognise and report abuse. Training covered key legal frameworks, including the Mental Capacity Act and Deprivation of Liberty Safeguards. Staff were supported by an on‑call manager for safeguarding concerns, and the service worked closely with hospitals and local authorities to share learning. Policies and procedures were up-to-date and clearly outlined responsibilities, while recruitment checks, including references and DBS checks, were completed according to legal requirements, with risk assessments carried out where needed.

The service ensured there was enough skilled, experienced staff, who were supported through structured induction, supervision, appraisals and opportunities for professional development, including apprenticeships and specialist driver training. Recruitment files contained the necessary documentation in line with recruitment policy and legal requirements. Managers acted promptly to address performance issues, ensuring safe, high‑quality care that met people’s individual needs.

The assessment was carried out on 21 January 2026.

We carried out this assessment in line with our routine assessment priorities. We assessed 2 quality statements for the key question safe.

At our last assessment we rated the service outstanding. At this assessment the rating has remained outstanding.

Staff were trained to recognise and report abuse. Training covered key legal frameworks, including the Mental Capacity Act and Deprivation of Liberty Safeguards. Staff were supported by an on‑call manager for safeguarding concerns, and the service worked closely with hospitals and local authorities to share learning. Policies and procedures were up-to-date and clearly outlined responsibilities, while recruitment checks, including references and DBS checks, were completed according to legal requirements, with risk assessments carried out where needed.

The service ensured there was enough skilled, experienced staff, who were supported through structured induction, supervision, appraisals and opportunities for professional development, including apprenticeships and specialist driver training. Recruitment files contained the necessary documentation in line with recruitment policy and legal requirements. Managers acted promptly to address performance issues, ensuring safe, high‑quality care that met people’s individual needs.

The assessment was carried out on 21 January 2026.

We carried out this assessment in line with our routine assessment priorities. We assessed 2 quality statements for the key question safe.

At our last assessment we rated the service outstanding. At this assessment the rating has remained outstanding.

Staff were trained to recognise and report abuse. Training covered key legal frameworks, including the Mental Capacity Act and Deprivation of Liberty Safeguards. Staff were supported by an on‑call manager for safeguarding concerns, and the service worked closely with hospitals and local authorities to share learning. Policies and procedures were up-to-date and clearly outlined responsibilities, while recruitment checks, including references and DBS checks, were completed according to legal requirements, with risk assessments carried out where needed.

The service ensured there was enough skilled, experienced staff, who were supported through structured induction, supervision, appraisals and opportunities for professional development, including apprenticeships and specialist driver training. Recruitment files contained the necessary documentation in line with recruitment policy and legal requirements. Managers acted promptly to address performance issues, ensuring safe, high‑quality care that met people’s individual needs.

Bristol Ambulance EMS provided a range of services, including frontline emergency and urgent care ambulances and crews to NHS Ambulance Trusts across the UK; non-emergency patient transport services (NEPTS), secure and detained transport; and telephony and call handling for NHS clients. They also provided medical cover for events, which we do not currently regulate.

The provider was registered with CQC in 2017 to provide the following regulated activities: transport services, triage and medical advice provided remotely; and treatment of disease, disorder or injury. There was a CQC registered manager responsible for the regulated activities provided by the service.

We carried out a responsive assessment of Bristol Ambulance EMS on 21 January 2026 following information of concern.

We assessed 2 assessment service groups at this location: patient transport services where we assessed 2 quality statements, and emergency and urgent care where we assessed 2 quality statements.

For this assessment we visited the management offices, examined staff records and spoke to staff and leaders.

We rated it as outstanding because:

People had comprehensive assessments of their needs, which included consideration of clinical needs including pain relief, mental health, physical health and wellbeing, and nutrition and hydration needs.
Accurate and up-to-date information about effectiveness was shared internally and externally and was understood by staff. It was used to improve care and treatment and people’s outcomes, and this improvement was checked and monitored.
All staff had the skills they needed to carry out their roles effectively and in line with best practice. The learning needs of staff were identified, and training was provided to meet those needs. Staff were supported to maintain and further develop their professional skills and experience.
Staff were supported to deliver effective care and treatment, including through meaningful and timely supervision and appraisal. There was a clear and appropriate approach for supporting and managing staff when their performance was poor or variable.
Consent to care and treatment was obtained in line with legislation and guidance, including the Mental Capacity Act 2005 and the Children’s Acts 1989 and 2004. People were supported to make decisions and, where appropriate, their mental capacity was assessed and recorded.
Feedback from people who used the service, those who were close to them, and stakeholders was positive about the way staff treated people. We observed people being treated with dignity, respect, and kindness during all interactions with staff and relationships with staff are positive. People stated they felt supported and say staff cared about them.
Staff communicated with people and provided information in a way that they could understand. People understood their condition and their care, treatment, and advice. People and staff worked together to plan care and there was shared decision-making about care and treatment.
Waiting times, delays and cancellations were minimal and managed effectively. People were kept informed of any disruption to their care or treatment.
People knew how to give feedback about their experiences and could do so in a range of accessible ways, including how to raise any concerns or issues.
The service used the learning from complaints and concerns as an opportunity for improvement. Staff give examples of how they incorporated learning into daily practice.
Leaders model and encourage compassionate, inclusive, and supportive relationships among staff so that they feel respected, valued, and supported. There were processes to support staff and promote their positive wellbeing. Leaders at every level live the vision and embody shared values, prioritise high-quality, sustainable, and compassionate care, and promote equality and diversity. They encouraged pride and positivity in the organisation and focus attention on the needs and experiences of people who use services.
The board and other levels of governance in the organisation functioned effectively and interacted with each other effectively.
The service worked closely with the local community across the southwest

Bristol Ambulance Emergency Medical Services (EMS) is operated by BAEMS Limited. The service provides emergency and urgent care and a patient transport service.

We inspected this service using our comprehensive inspection methodology. We carried out the announced part of the inspection on 20 and 21 February 2018, along with a further visit to the ambulance base on 21 June 2018.

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 emergency and urgent care. Where our findings on emergency and urgent care – for example, management arrangements – also apply to other services, we do not repeat the information but cross-refer to the main service core service.

Services we do not rate

We regulate independent ambulance services and at the time of this inspection we did not currently have a legal duty to rate them. We highlight good practice and issues service providers need to improve and take regulatory action as necessary.

We found the following areas of good practice:

There were strong, thorough and embedded systems, processes and procedures to keep people safe.
There were reliable systems to monitor and maintain standards of cleanliness and hygiene which was well documented.
The environment was secure and suitable for safe storage of ambulances and equipment.
There were comprehensive governance arrangements, which allowed the organisation to work in line with best practice and deliver high quality care. Patient care was at the centre of everything the organisation and staff did.
Frontline staff and senior managers were passionate about providing a high-quality service for patients with a continual drive to improve the delivery of care.
There was excellent local leadership of the organisation. The registered manager had an inspiring shared purpose and was committed to the patients who used the organisation, as well as to staff.

However,

The service was unable to provide evidence of the administration of medicines being recorded appropriately as patient clinical records were returned to the contracting trust.
The service did not monitor response times and patient outcomes.
The patient transport service did not have access to translation services, family escorts usually travelled with the patient to act as the translator.

Nigel Acheson

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

Archived: Bristol Ambulance EMS Also known as Bristol Ambulance EMS

All Inspections

During an assessment of Emergency and urgent care

During an assessment of Emergency and urgent care

During an assessment of Patient transport services

During an assessment of Patient transport services

During an assessment of the hospital overall

15 and 16 February 2023

During a routine inspection

20 to 21 February 2018

During a routine inspection