Cartello Ambulance

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

In the well led domain we found leaders completed quality control checks in areas such as hand washing, correct use of personal protective equipment (PPE) and cleanliness of the vehicles interior and exterior. We found most staff felt safe to raise concerns and to approach their leaders; they could raise any concerns anonymously via the service app. Staff completed inductions, references were sought for new employees and disclosure and barring checks were completed.

This service scored 32 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Leaders sought staff comments within staff appraisals including if they found the managers to be approachable. We reviewed the comments and found they were mainly positive; however staff also made comments such as leaders could be too busy and communication was not always as good as it could be. Staff could raise any internal concerns anonymously through the service app.

Most staff we spoke with told us how they felt safe to raise concerns and approach managers directly, how they felt 100% sure they could raise concerns and they found leaders approachable. However, a minority of staff said that they had experienced, or had heard rumours of, management behaviors they perceived were bullying. Leaders told us they felt the culture at the service was firm but fair, they spoke of the importance of patients coming first and how they felt they were approachable. Leaders spoke of working with staff to help them to improve, how staff had a curry night on a Saturday and how they used a charity dedicated to supporting the wellbeing of the ambulance community. Leaders recognised there were challenges within the service such a long shifts, and staffing.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The service did not have a Freedom To Speak Up Guardian in place but staff could raise concerns anonymously via the app if desired. We reviewed staff appraisals and found staff were given the opportunity to share their opinion in areas such as if they found the management approachable, if they had adequate training, where did they see themselves in 12 months and what were their individual goals. We reviewed the quality control checks and saw leaders recognised when staff had performed well and recorded this; for example, when staff had been very polite to patients and when they had communicated and interacted particularly well.

Leaders told us that staff were able to contact them directly to raise any concerns or they could raise an internal concern anonymously via the app if they preferred.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Quality control checks showed leaders monitored patient handling assessments and staff manual handling techniques. We reviewed a sample of 5 staff files and found staff had completed an induction, had disclosure and barring checks, references and a valid driving license; there was also evidence of shadow shifts being completed. Processes were in place for when training was due to expire and flags on the service app alerted leaders that driving license rechecks were due. There was a disclosure and barring policy in place, the policy was in date and version controlled. Policies we reviewed were in place and up to date.

Leaders told us how they had developed an app which covered logging vehicle faults and maintenance including vehicle deep cleans, staff files, any incidents and anonymous concerns from staff. Leaders told us how they did regulars walkarounds.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.