Ponders End Ambulance Station

Updated 19 August 2022

We inspected this service using our comprehensive inspection methodology on 1 and 8 February 2022. During the inspection, we identified numerous concerns as a result of which, on 22 March 2022, we served a Warning Notice under section 29 of the Health and Social Care Act 2008, setting out the improvements the provider must make by 24 June 2022.

We re-inspected the service on 8 June 2022 to review the improvements made by the provider in specific areas of concern identified in the notice.

As it was a follow up focussed inspection, reviewing actions taken in response to previously identified specific areas of concerns, we did not undertake a comprehensive inspection, but we did review the ratings from the previous inspection completed in February 2022. At the time of the inspection, the service was not operational. This meant we were unable to assess the impact of the improvements made by the provider on patients and the practical service delivery.

Ponders End Ambulance Station is operated by Emergency Medical Services (GB) Ltd. The regulated activity provided is transport services, triage and medical advice provided remotely. It provides non-emergency transport for patients who were unable to use public or other transport due to their medical condition. This includes those attending hospital, outpatient clinics, and patients being discharged from hospital wards.

There was no registered manager in place at the time of inspection. The service was run by the owner and manager of the company, who acquired the company from the previous provider in May 2021.

Updated 19 August 2022

The overall rating for this service stayed the same. We rated this service as requires improvement:

• Mandatory training was completed by staff and there were systems in place to monitor and ensure its completion.
• The service had sought to improve the leadership and governance of the service through support and coaching from an external consultancy.
• The named safeguarding lead was appropriately trained and had a good understanding of their role.
• The service had introduced a new system of incident reporting. The manager and staff had been trained on the new approach and were encouraged to report incidents with a view to learning.
• There was a process in place for reviewing and updating policies. All the key policies had been reviewed. There was a system for writing and approving policies.
• The service was developing an effective governance process. There were regular governance meetings which had a standing agenda and were recorded.

However:

• There was no process to monitor or improve response times. Following the inspection the provider informed CQC that they had set up a process to start monitoring response times when they restarted the service.
• Not all risks, such as a potential vehicle break down were recorded in the risk register.
• It was not clear how patients can make a formal complaint if they wish to.

Updated 19 August 2022