- SERVICE PROVIDER
Isle of Wight NHS Trust
This is an organisation that runs the health and social care services we inspect
Assessment report published 14 August 2026
Contents
Ratings - Patient transport services
Our view of the service
We carried out an assessment of patient transport services on 24 and 25 February 2026. We rated the service as good. The service had made improvements and is no longer in breach of regulations. Staff now assessed and mitigated the risks in relation to infection prevention and control, and processes were in place to monitor the quality of the service delivered. The patient transport service provided safe, effective and person-centred care, with clear systems and processes to support the timely coordination of patient journeys. Staff worked together with hospital teams, system partners and community services to maintain patient flow, reduce delays and support timely discharges. Managers demonstrated a good understanding of the local population, including the challenges associated with an island-based service, and worked with partners to maintain continuity of care. The service was flexible in responding to demand and used forward planning and shared oversight to manage capacity and reduce risks. Staff treated patients with dignity and compassion, adapting care to meet individual needs, including those requiring additional support. Communication with patients and partners was effective, helping to ensure safe, coordinated transfers across the healthcare system. Overall, the service was well organised and responsive, with a strong focus on partnership working, service improvement and delivering positive outcomes for patients.
People's experience of this service
Feedback reviewed demonstrated patients consistently experienced a highly caring and compassionate service. Patients described staff as kind, compassionate and supportive, and said they were treated with dignity and respect throughout their journey. Staff were recognised for taking time to reassure patients, particularly those who were anxious or vulnerable, and for adapting their approach to meet individual needs. Where delays occurred, patients said they were kept informed and communication was clear. We were unable to speak directly with patients during this assessment. This was because patients were being transported to or from appointments, and engagement during journeys could have caused delays to appointment or discharge times. In addition, the inspection approach required the inspector to sit in the front of the vehicle, which limited opportunities to obtain direct patient feedback. Overall, evidence reflected an exceptionally caring approach from staff and a service that consistently prioritised patients’ comfort, dignity and wellbeing.