Archived: Jubilee Hall

Jubilee Hall is operated by A-Cute Medical Event Services Limited . The service provides an emergency and urgent care service by conveying patients from event sites to local NHS trusts or walk in centres. A-Cute Medical Event Services Limited was not commissioned by other organisations to deliver services. Work was acquired through tendering processes with event organisers.

We inspected this service using our comprehensive inspection methodology. We informed the service of our inspection, to ensure people we needed to speak with could be made available. We carried out this short notice inspection on 8 April 2019.

The service had one emergency ambulance it used to carry out the regulated activity for both adults and children.

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.

We rated it as Requires improvement overall.

We found the following issues that the service provider needs to improve:

• There was not an effective incident reporting and management processes in place.
• The provider did not ensure all staff who worked for the service had a good understanding about their responsibilities and obligations towards the duty of candour legislation.
• The ‘drugs protocols policy booklet’ did not meet with legislative requirements and did not accurately reflect the service provided.
• There were gaps in the recording of staff recruitment information.
• The provider did not always ensure staff deployed to work for them could provide care and treatment based on national guidance.
• There was no Mental Capacity Act (2005) or consent policy to support staff in providing the service.
• Policies and procedures were not all relevant to the service being delivered or did not accurately detail current legislation and national guidance.

However, we found the following areas of good practice:

• The service took account of national guidance and local legislation to ensure there was enough numbers of staff deployed for event work. This included ensuring there were enough staff to convey patients from the event to the local acute hospital.
• There was a process to ensure staff completed their mandatory training. 
• There was a process for safeguarding adults and children.
• A system and process had been developed to enable staff to keep detailed records of patients’ care and treatment.

• There was a process  for induction of staff when they were recruited, and on each day an event was run.

• There was a process for effective multidisciplinary team working.
• There was a process to ensure staff understood the Mental Capacity Act (2005) and how to apply the principles in practice.
• There was a process to enable people to give feedback and raise concerns about care received.
• The service had a system for identifying risks, planning to eliminate or reduce them, and coping with both the expected and unexpected.

Following this inspection, we told the provider that it must take some actions to comply with the regulations. We also issued the provider with two requirement notices. Details are at the end of the report.

Dr Nigel Acheson

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