Pro Medicus

Ratings - Patient transport services

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

Pro Medicus is a private ambulance service based in Harpenden, Hertfordshire. It was formed 20 years ago and has 13 vehicles designed for emergencies, patient transport and medical event journeys. The company has a contract with the local NHS ambulance trust to respond to 999 calls. It also has an arrangement with a local hospital trust to provide patient transport services. We carried out this assessment because we received information giving us concerns about the safety and quality of the services provided. We carried out a short-notice announced site visit on 11 January 2024. We also carried out an unannounced follow-up site visit on 22 January 2024. We rated the service as requires improvement because: Medical gases were not always being stored in line with best practice. The service did not control infection risk well. Vehicles and equipment were not always well-maintained and there were not always effective arrangements to monitor the safety and upkeep of the equipment and vehicles. The service did not manage patient safety incidents well. Leaders did not always demonstrate the skills and abilities to run the service. Leaders did not operate effective processes for governance, information management and the management of risk, issues and performance. Policies were generic and did not reflect up-to-date national guidance. However: Staff had robust recruitment processes, with up-to-date mandatory training and additional training to work with the patient group. During our assessment, we found concerns which resulted in a breach of regulations 12 and 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can find more details of our concerns in the evidence category findings.

People's experience of this service

People told us they felt safe and that they felt confident to raise any concerns. People said that they were cared for in safe environments that were designed to meet their needs. People said that vehicles and equipment were well-maintained. People told us that they had observed staff washing their hands and using personal protective equipment when required. People told us they felt there were enough staff to meet their needs.