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Inspection report

Date of Inspection: 22, 23, 24 January 2013
Date of Publication: 28 February 2013
Inspection Report published 28 February 2013 PDF

Overview

Inspection carried out on 22, 23, 24 January 2013

During a routine inspection

We (the Care Quality Commission) spoke with seven patients and two relatives. We spoke with managers, non clinical staff, call handlers and front line staff. In total we spoke with 40 ambulance staff. We also visited two local hospitals and spoke with three staff. It was not appropriate for the inspection team to observe front line staff at the scene of an emergency or during patient transport. We did listen to call handlers during 999 calls. We visited four ambulance stations and a training college.

All the patients and relatives we spoke with were very complimentary about their experience. One patient said their experience was �absolutely first class� and described staff as �calm and reassuring�. Another patient said the standard of care was �excellent�. They described the staff as �efficient and very kind�. One patient summed up their experience by saying �It was everything you could want it to be.�

Staff were professional and demonstrated how they treated patients with respect and dignity. One member of staff said �We listen to the patient. It�s drummed in. We explain what we�re going to do and keep the family up to date.� All the staff we spoke with felt well supported to perform their role.

Records showed that appropriate procedures were followed with regard to the safeguarding of vulnerable adults and child protection.

Structures and processes were in place to manage service quality and risk. We saw evidence of the outcomes of these systems.