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Inspection report

Date of Inspection: 11, 12, 13, 14, 15, 16 February 2014
Date of Publication: 21 March 2014
Inspection Report published 21 March 2014 PDF


Inspection carried out on 11, 12, 13, 14, 15, 16 February 2014

During a routine inspection

During our inspection we visited six ambulance stations across the South West region, the Trust Headquarters and a hospital with an accident and emergency Unit. We listened to call handlers dealing with emergency calls. We spoke with 10 patients and 6 relatives. We spoke with 38 staff including call handlers, managers and ambulance crews. We also spoke with commissioners.

Patients we spoke with were positive about their experience of using the service. Comments included �kind�, �professional� and �caring�. One patient told us �They do a fantastic job.� All of the patients we spoke with spoke highly of the staff.

We saw that staff were professional and able to demonstrate how they obtained patient�s consent for treatment and the process they followed if a patient refused care or treatment. All of the patients we spoke with told us that their consent had been obtained prior to treatment. One patient told us �They asked my permission and explained themselves well.�

We saw the provider had suitable well maintained equipment, facilities and vehicles which ensured patient�s safety while they received treatment. There was equipment suitable for treating child patients as well as adults. Patients spoke highly of treatment received. One said �I would give them 11 out of 10.�

We found the service was well-led with arrangements in place to monitor quality and effectiveness in the provision of care. A robust complaints system was in place.