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Ambulance Solutions Ltd HQ Good

Inspection Summary


Overall summary & rating

Good

Updated 2 January 2020

Ambulance Solutions Limited HQ is operated by Ambulance Solutions Limited. The service provides a patient transport service for adults within Essex.

We inspected this service using our comprehensive inspection methodology. We carried out the announced part of the inspection on 21 October 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.

We rated this service as Good overall.

  • The service provided mandatory training in key skills to all staff and made sure everyone completed it. The service made sure staff were competent for their roles.
  • Staff understood how to protect patients from abuse. They assessed risks to patients, acted on them and kept good care records.
  • The service had suitable premises and equipment for the range of services it provided and controlled infection risk well.
  • The service had processes in place to manage safety incidents and learned lessons from them.
  • Staff provided good care and had access to good information. Staff worked well together for the benefit of patients.
  • Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs. They provided emotional support to patients, families and carers.
  • The service actively sought patient feedback and made it easy for people to give feedback.
  • The service planned care to meet the needs of local people and managers monitored the effectiveness of the service. People could access the service when they needed it.
  • Leaders ran the service well using reliable information systems and supported staff to develop their skills. Staff were clear about their roles and accountabilities. They felt respected, supported and valued and were focused on the needs of patients receiving care.

Following this inspection, we told the provider that it should make improvements, even though a regulation had not been breached, to help the service improve.

  • The provider should conduct the vehicle deep process is in line with policy.
  • The provider should keep records of staff meetings.

Heidi Smoult

Deputy Chief Inspector of Hospitals, on behalf of the Chief Inspector of Hospitals

Inspection areas

Safe

Good

Updated 2 January 2020

Effective

Good

Updated 2 January 2020

Caring

Outstanding

Updated 2 January 2020

Responsive

Good

Updated 2 January 2020

Well-led

Good

Updated 2 January 2020

Checks on specific services

Patient transport services

Good

Updated 2 January 2020

Patient transport services was the largest proportion of activity.

The service had suitable premises and equipment for the range of services it provided and controlled infection risk well.

Staff kept records of patients’ care and treatment and completed risk assessments for each patient.

Staff had received training on how to recognise and report abuse. Staff understood their roles and responsibilities under the Mental Health Act 1983 and the Mental Capacity Act 2005.

Staff cared for patients with compassion and provided emotional support to patients to minimise their distress. Feedback from patients confirmed that staff treated them well and with kindness. Staff involved patients care.

Managers planned the service to meet the needs of local people and monitored the effective of the service.

Staff were clear about their roles and accountabilities. They felt respected, supported and valued and were focused on the needs of patients receiving care.