- Ambulance service
Elite EMS Headquarters
Assessment report published 29 May 2025
Contents
Ratings - Emergency and urgent care
Our view of the service
Elite Emergency Medical Services is a large independent ambulance service. There is a purpose-built operation centre in Tamworth, Staffordshire, with several other ambulance bases known as Make Ready Centres (MRC) across the country. They provide emergency ambulances responding to 999 calls in the east midlands, and central southern England on behalf of the NHS. Cover to events is also provided, but while this is within the scope of registration, it was outside of the scope of this focussed inspection.
The registered manager has been registered with the CQC since 2018.
This assessment was carried out in response to concerns raised about the service. These were in respect of the condition and availability of medical devices, consumables and medicines as well as concerns expressed about a poor culture in the service. This was shortly after the provider had purchased an ambulance service located in central southern England and staff being subject to the Transfer of Undertakings (Protection of Employment) Regulations 2006, (TUPE).
On site assessment visits took place during June and July 2024 and we visited the headquarters in Tamworth as well as MRCs in Aylesbury and Basingstoke. We also visited type 1 accident and emergency departments in Nottingham, Leicester and Aylesbury so as to speak to as many members of staff as possible.
While we found minor problems with equipment and consumables we were reassured by the openness of the senior leadership team and that significant progress had been made in resolving them.
Similarly, we were made aware from both staff and managers that there had been issues during the takeover of services and that difficult managerial decisions had been made that were not popular with all staff and that some had left.
The overall finding was that the management and governance processes were operating effectively and that there was a positive approach to staff welfare including the provision of an effective freedom to speak up regime.