Transcare Secure Services - Birmingham

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes

We looked for evidence that people and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of people were understood, and they were actively involved in planning care that met these needs. The service provided care and treatment for patients 24 hours a day 7 days a week to meet the needs of those using the service.

We have not awarded this service a score for Responsive.

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

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Patients who used services were involved in planning and making shared decisions about their care and treatment. It was centred around them and their needs. Staff we spoke with told us that at the booking stage they captured any additional needs of patients such as communication needs, mobility, understanding of the journey, mental capacity, any dementia and learning needs. A chaperone could attend if required. There was a Supporting Communication and Sensory needs policy that provided a series of steps to support effective communication.

We reviewed 4 patient records and found staff monitored patients’ throughout the journey. The documentation commenced from request of the transportation, collecting the patients, throughout the journey and handing over to the designated service. These were updated if the patient condition or interventions changed.

Patients’ communication needs were assessed and met to maximise the effectiveness of their care and treatment. Translation services available via an online search were accessible. Staff knew how to access this service using a mobile device.

The service had good understanding of the diverse health and care needs of people. The service had processes in place which ensured the care being provided took into account the diverse needs of the patients they transported. Patients’ care and treatment was delivered in a way that met their assessed needs.

Staff told us they understood and respected patients’ personal, cultural, social and religious needs. Services were generally planned and delivered in a way that took the needs of different patients into account.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People had access to information and advice that was accurate, up-to-date and provided in a way they could understand and met their communication needs. Patient information was available on how to make a complaint, raising concerns about abuse and a leaflet explaining the transportation, the staff, the journey and what to expect.

Translation services via online search were available for people whose first language was not English. Staff knew how to access this service.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Patients and other providers knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. There was a complaints policy and a leaflet for patients and providers about how to make a complaint

Complaints would be discussed at staff meetings and governance meetings. There had been no complaints for this service in the last 12 months.

The service made sure that people could access the care, support and treatment they needed when they needed it. The service operated between 9am-5pm Monday to Friday and had an on call system out of hours. The service was available 24 hours a day.

Patients could expect their care, treatment and support to be accessible and timely. It was delivered in line with best practice, quality standards and legal requirements.

People and other providers could access care, treatment and support when they needed to and in a way that worked for them. New referrals were reviewed to ensure they were appropriate and the service could safely transport a patient to the destination. In the past 12 months 31 transfers were completed, 5 were planned transfers and 26 were classed as emergency transfers. The service set a key performance indicators (KPI) to respond to transfers within 2 hours. Of the 31 transfers completed 3 were not completed within the 2 hour KPI, however there was no information provided to indicate why they were not completed within the KPI or actual timeframe for completion. There was 1 transfer cancelled by the provider due to the patients bed no longer being available.

All staff were committed to ensuring equitable access, outcomes, and experiences for all patients, including those with learning disabilities, autism, dementia, and mental health needs and those detained under the Mental Capacity Act 2005 (MCA). Staff had received specific training, MCA, and Deprivation of Liberty Safeguards.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service had processes and policies in place which ensured patients were treated in line with requirements under the NHS constitution and legal and human rights. Staff told us reasonable adjustments were made when required. The processes in place ensured that patients were not discriminated against and ensured care and treatment was equitable for all.

Staff received training in equality, diversity and inclusion.