Transcare Secure Services - Birmingham

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that people were always treated with kindness, empathy and compassion. We were unable to observe care and treatment during our onsite assessment due to there being no transfer during this time. We reviewed the feedback the service had collected and found staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs. Staff provided emotional support to patients where this was required.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service treated people with kindness, empathy and compassion and they respected people’s privacy and dignity. We were unable to observe care and treatment during our onsite assessment due to there being no transfer during this time. Staff told us they always treated colleagues from other organisations with kindness and respect.

Staff understood and respected the individual needs of each patient and showed understanding and a non-judgmental attitude when discussing patients.

Staff told us they took the time to understand the needs of the patients and those close to them in a respectful and considerate way.

We saw positive feedback from patients and relatives which included ‘thank you for caring for my mum, you did everything extremely well’, ‘thank you for helping me’ and ‘I had a safe journey’.

Feedback was gained from providers that had used the service. We saw feedback was positive and included comments such as ‘thank you for your service, staff were friendly, approachable team and professional’.

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. Staff took account of people’s abilities, and protected characteristics. We were unable to observe care and treatment during our onsite assessment due to there being no transfer during this time

Patients care and treatment was individualised to meet their needs. Care and treatment were planned with the patients and providers. We saw only one patient would be transported at a time. Each journey would be planned for the individual needs of the patient, including how many staff would be required, ensuring one member was the same sex as the patient and consider the least restrictive restraint required.

There was access to an online interpretation service when required. All staff had their own mobile phones during journeys to access this.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We were unable to observe care and treatment during our onsite assessment due to there being no transfer during this time.

Staff told us during journeys they would ask the patients if they wanted to talk, rest, listen to music or if appropriate have their mobile phones as a distraction. Staff told us they would respect the patients decision if they did not want to talk during the journey.

Staff told us they encouraged patients to make informed choices and maintain their independence whilst they cared for them. They ensured patients understood their rights and tried to ensure they used the least restrictive methods when transporting patients.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We were unable to observe care and treatment during our onsite assessment due to there being no transfer during this time.

Staff told us they would gather information about a patient's coping strategies and communication needs. They were able to give examples where they had supported patients emotional and physical needs during the transfer and handover times.

Staff told us if they needed to stop the journey for a comfort break, they would attend a close by NHS hospital or a police station and phone ahead to alert them.

The service cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centered care.

There was a culture of kindness and respect between colleagues. Staff told us they felt respected, listened too and able to raise concerns and suggestions.

Leaders had a visible presence and staff said they could approach them with any concerns. Leaders would attend some journeys with staff, they felt supported by management.

The most recent staff survey from September 2025 showed a 20% response rate. 60% of staff would highly recommend the service as a place to work. The actions following this survey was to follow up with staff and encourage responses. The survey results were to be discussed at the Clinical Governance meeting in January 2026.