Reliance Ambulance Station

Updated 29 November 2022

Reliance Ambulance Station is operated by Reliance Ambulance Service Limited. It is an independent ambulance service is based in Woking. The service is based at Fairoaks airport. They provide private patient transport and also undertake patient transport for a local NHS trust.

The service registered with CQC in June 2020. They are registered to undertake the regulated activity of

• Transport services, triage and medical advice provided remotely.

The service did not transport children or patients detained under the Mental Health Act 1983.

Updated 29 November 2022

Our rating of this service improved. We rated it 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 provided good care and treatment. The service met agreed response times. Managers monitored the effectiveness of the service. 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.
• The service 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:

• Staff did not always demonstrate good understanding of manual handling practices.

This service has been in Special Measures since 6 April 2022. During this inspection the provider demonstrated significant improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service has been removed from Special Measures. We rated this service as good because it was safe, effective, caring and responsive, and well led.

Updated 29 November 2022

See the summary above for details.