Torbay and South Devon NHS Foundation Trust

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect and involved as partners in their care. Staff cared for people with kindness, compassion and dignity. People using the service shared positive experiences. Staff responded to the needs of people using the service. The service had support to look after staff wellbeing

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The evidence showed a good standard. The service was good at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

During our assessment, we observed staff interacting with people with compassion and in a respectful way to maintain dignity. Staff drove vehicles safely and communicated with people about speed humps or potholes in the road. When dropping off a patient to their home, staff stopped as close as possible to the patient’s home to maintain dignity. Staff constantly checked on patient’s comfort.

We saw a patient being transported for a diagnostic appointment, but on arrival the patient and staff found out the appointment had been cancelled without prior notice. We saw staff comforting the patient when they became distressed. Staff acted with compassion and reassured the patient they would get them home safely.

A patient told us “The service was brilliant, incredible. Drivers are superb and so kind; they make you feel safe and are good company. The service is really nice, and such a worthwhile service.”. Another patient said staff “could not do enough to make them feel they were respected and treated with dignity.”

The service was designed to be patient focused. Staff told us they had flexibility to ensure they could do the right thing for people and could deliver patient focused care. Staff said if they saw colleagues acting disrespectfully towards a patient then they could raise concerns with leaders without fear of consequences.

The evidence showed a good standard. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

The service received bookings from people in the community and from wards at the hospital. The booking process identified people who were living with dementia, bariatric patients, and people with a learning disability or autistic people. The service worked with wards to plan care when transporting patients. The service had access to wider support services from within the trust.

The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service operated under the NHS Non-Emergency Patient Transport Service (NEPTS) framework, which set out the eligibility criteria for people to access the service. The service reviewed patient eligibility against the criteria. Where people were not eligible for the service, they were signposted to other services.

Where possible the service would plan for the patient to be accompanied by carers, advocates, friends or relatives to support patients when being transported.

The evidence showed an exceptional standard. The service was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

During the assessment we observed staff checking on patients’ comfort level during transport. We saw staff responding to patients’ requests. A patient being transported to a residential care home wanted to go to the day room when they arrived, staff took the patient there and checked if they needed anything else. Staff continuously engaged in conversation with patients and checked their needs were being met.

We observed patient transport crews working with staff at the station to respond to changing needs of people. Where appointments were cancelled without notice, the patient transport team reviewed options to get patients home without delay.

We reviewed records from people using the service and their friends and family. A patient’s relative contacted the service to thank them for years of support. They said, “you help people out when they need it the most.” Another patient said: “staff get them anything they need, and staff always help.”

Managers told us prior to our assessment they had been informed of the death of a person they regularly transported. Representatives of the service attended the funeral to pay respects and offer support.

Staff told us they would check patients had things they needed when they got home, such as whether they had food in the house, if not they would get basic supplies for them. They said they aimed to make people comfortable and safe, including checking heating was on when it was cold and testing emergency pendant alarms. Staff told us they would check a patient’s home when they were worried about returning home fearing someone may be hiding in their house.

The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt supported by leaders and their colleagues in the service. Staff told us the team was friendly and worked well together to look after patients and each other. Staff received training to deal with difficult circumstances. Staff told us it could be challenging when patients do not meet the eligibility to use the service, but training in conflict resolution helped them in those situations.

Staff could access employee support or external advice if they needed. They felt able to speak to leaders openly about issues.

The service planned shifts and breaks to give staff adequate rest during and between shifts. Staff told us they could take breaks, and most were happy with their shifts. Some staff said there could be situations where they may be working late shifts followed by an early shift, this could mean if their late shift was delayed then they may not get an 11 hour break between shifts.

The service promoted an environment where bullying and harassment was not accepted. The patient transport station had posters highlighting bullying and harassment awareness information. Managers said they took allegations of bulling and harassment seriously and would investigate concerns raised.