Centralized Ambulance Transport Services

This is the first time we have rated this service. We rated it as requires improvement because:

• Leaders did not operate effective governance processes. Systems were not in place to manage performance effectively. Managers did not identify and escalate relevant risks and issues, and identify actions to reduce their impact. The service did not always collect reliable data and analyse it.
• There were no formal audits in place at the time of our inspection. Whilst leaders carried out ad-hoc checks, these were not documented. This meant that leaders had not always identified the concerns that were raised during our inspection.
• Staff had not always ensured that cleaning, vehicle and equipment checks had been carried out and documented as required. Staff did not always recognise incidents and near misses and report them appropriately. Managers did not always share lessons learned with staff.
• There was no formalised process for policy sign-off by the senior leadership team. The service did not always follow the processes set out in provider policy documents. Managers did not check to make sure staff followed guidance.
• The service did not document staff competencies. Managers had not yet begun to appraise staff’s work performance.
• Managers did not make sure staff, patients, loved ones and carers could get help from interpreters or signers when needed. Managers did not routinely monitor performance data to make sure patients could access services when needed.

However:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills and understood how to protect patients from abuse.
• Staff worked well together for the benefit of patients.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people.
• Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities.