The Care Quality Commission
  • Ambulance service

ERS Medical Midlands

Overall: Good read more about inspection ratings

9 Ashville Close, Queens Drive Industrial Estate, Nottingham, Nottinghamshire, NG2 1LL 0333 240 4999

Provided and run by:
ERS Transition - Trading as EMED Group Limited

Important: The provider of this service changed. See old profile

All Inspections

During an assessment of Patient transport services

ERS Medical provided a non-emergency patient transport service to patients living in Nottinghamshire and Bassetlaw.  ERS Medical provided a non-emergency patient transport service to patients living in Nottinghamshire and Bassetlaw. The service transported patients whose medical or mobility needs meant they could not travel safely by other means but who did not require an emergency ambulance response. The service was delivered by patient booking and control centre staff, dispatchers, drivers, patient transport care assistants, operational managers and support staff, using a fleet of patient transport vehicles that could carry seated, wheelchair-accessible or stretcher patients according to their assessed needs.

During the assessment, we spoke with 17 staff, including senior leaders, managers, control centre staff, drivers and patient transport care assistants. We spoke with 10 patients, reviewed 3 patient records and inspected 6 vehicles across the service's bases.

We assessed the patient transport service on 8 July 2026 and 10 July 2026. The service's overall rating remained good.

Overall, the service provided good quality non-emergency patient transport services. Patients were treated with kindness, dignity and respect, and staff demonstrated a caring and compassionate approach. Leaders maintained effective oversight of quality and performance, and staff understood how to identify, report and learn from incidents. The service worked collaboratively with healthcare partners to support patient care and service delivery. However, improvements were needed to ensure patients received timely transport and consistent communication regarding changes to their transport arrangements, and to strengthen how people's feedback and complaints were used to improve the service.

During an assessment of the hospital overall

ERS Medical Midlands (the service) became part of the ERS Transition - Trading as EMED Group Limited, which was formed in February 2023. ERS Medical provides a non-emergency patient transport service contract to Nottinghamshire and Bassetlaw patients. The service is registered to provide transport services, triage and medical advice provided remotely, and treatment of disease, disorder or injury.

The service operated from three transport bases, comprising a main base at Ashville and two satellite bases at Mansfield and Carlton Forest. The service employed approximately 165 staff and operated 69 vehicles. Of these, 66 could carry seated or stretcher patients and 3 were wheelchair-accessible vehicles. Between July 2025 and July 2026, the service completed an average of 10,215 journeys each month, excluding cancellations. The registered manager has been in post since August 2024.

We inspected the patient transport service on 8 and 10 July 2026. The service's overall rating remained good.

18 February 2021

During an inspection looking at part of the service

We rated this service as good because:

  • The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
  • Staff provided good care and treatment. The service generally met agreed response times. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients and supported them to make decisions about their care.
  • Staff treated patients with compassion and kindness, respected their privacy and dignity and took account of their individual needs. They provided emotional support to patients, families and carers.
  • The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback.
  • Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

  • Patients reported services did not always run on time and were not always informed when there were delays.
  • There was not a clear process for the management of dirty linen/disposables.