Arley Medical Services Ltd Headquarters

Updated 17 November 2023

Arley Medical Services Ltd Headquarters is operated by Arley Medical Services Ltd. The service commenced operating in 2010. The main function of the service is to provide medical cover at public and private events including shows and festivals.

The provider also provides adhoc Patient Transport Services (PTS) for patients requiring inter-hospital transfers or discharges from local private and trust hospitals. Arley Medical Services Ltd is also contracted by Coventry City Council Public Health Department to provide a first line city centre late night alcohol triage service referred to as Coventry Alcohol Response Ambulance.

The provision of medical services at events, falls outside the scope of registration and inspection and so were therefore, not considered as part of this most recent inspection. However, where a patient transported from an event to a hospital by Arley Medical Services Ltd, then this is within scope of registration and therefore was inspected.

This service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. There are some exemptions from regulation by CQC which relate to particular types of service, and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Arley Medical Ltd registered with the CQC on 25 March 2016 and is registered to provide the following regulated activities:

• Transport services, triage and medical advice provided remotely.

• Treatment of disease, disorder or injury.

The service has had the same registered manager in post since registration.

At the time of our inspection in July 2023 the provider employed 5 permanent staff members who work in the head office and 64 bank members of staff and had a fleet of 7 vehicles, including 4 ambulances.

Between August 2022 and July 2023, the provider had transported 111 patient transport journeys and 29 urgent and emergency care patients to hospital or to their home.

The main service provided was a patient transport service. Where our findings on emergency and urgent care for example, management arrangements, also apply to other services, we do not repeat the information but cross-refer to the patient transport service.

Updated 17 November 2023

We have not previously rated this service. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. The service-controlled infection risk well. They managed medicines well. The service managed safety incidents well and learned lessons from them.
• Staff provided good care and treatment. The service met agreed response times. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information.
• 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, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services.

However:

• Records were not always completed fully.
• Managers did not provide yearly, constructive appraisals for all staff.
• Staff were not provided with training in consent or the Mental Capacity Act.
• Staff did not consistently complete and update risk assessments for each patient.
• Staff training compliance for recognising and responding to patients with mental health needs, learning disabilities, autism and dementia was low.

Updated 17 November 2023

Updated 17 November 2023

Emergency and urgent care is a small proportion of this services activity and therefore we have not rated this core service. The main service was the patient transport service. Where arrangements were the same, we have reported findings in the patient transport service section.