Archived: Polaris Medical Services Limited Registered Office

Our rating of this location stayed the same. We rated it as outstanding because:

• The service had developed a proactive approach using Quick Response (QR) codes to monitor safeguarding referrals. They used innovative technology in the form of an employee app to share the information that was needed to deliver effective care, providing real-time information and support to all staff wherever and whenever they needed it. Staff were open and transparent, and fully committed to reporting incidents. Learning from incidents was based on a thorough analysis and investigation of things that went wrong, and managers shared this with all staff in quarterly ‘lessons learnt’ bulletins. Staff managed medicines consistently and safely. They stored medicines correctly and disposed of them safely.
• The provider recognised continuing development of the staff’s skills, competence and knowledge as being integral to ensuring high quality care. Managers proactively supported and encouraged staff to acquire new skills, use their transferable skills, and share best practice. Staff planned and delivered people’s care and treatment in line with current evidence-based guidance and best practice. The service 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.
• Feedback from people who used the service and those close to them was continually positive. Feedback showed that staff went the extra mile and their care and support exceeded patients’ expectations. Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. 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. The service could show where improvements had been made as a result of learning from feedback. Facilities were appropriate for the services being delivered.
• Leaders had a deep understanding of the issues, challenges and priorities in their service and beyond. They had an inspiring shared purpose and strived to deliver and motivate staff to succeed. Staff understood the service’s vision and values, and how to apply them in their work. They felt respected, supported and valued. They were focused on the needs of patients receiving care and were clear about their roles and accountabilities. The service engaged well with NHS ambulance trusts to plan and manage services and worked with them to improve care outcomes. The service had invested in innovative information systems and processes. There was a fully embedded approach to improvement. Managers empowered staff to develop and learn, and staff development was a priority for the service. There was a clear and proactive approach to be sustainable and the service aimed to be carbon neutral by 2024.