The Care Quality Commission
  • Ambulance service

Archived: NSL Derby

Osmaston Industrial Park, Pontefract Street, Derby, Derbyshire, DE24 8JD 0844 870 7070

Provided and run by:
NSL Limited

All Inspections

9 March 2015

During an inspection looking at part of the service

We considered all the evidence we gathered under the outcomes we inspected. We used the information to answer the five questions we always ask. Below is a summary of what we found. if you want to see the evidence supporting our summary please read the full report.

Is the service safe?

We did not gather evidence for this domain.

Is the service effective?

People's treatment and support did not always achieve good outcomes or promote a good quality of life because of issues with timeliness and communication regarding transport times.

is the service caring?

Staff treated people with compassion, kindness, dignity and respect.

is the service responsive?

Services were not always organised so that they met people's needs.

Is the service well-led?

We did not gather evidence for this domain.

17, 18 November 2014

During an inspection looking at part of the service

We considered all the evidence we gathered under the outcomes we inspected. We used the information to answer the five questions we always ask. Below is a summary of what we found. If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

There were good reporting systems to record incidents. Essential training for staff was being completed and the service had processes in place to deal with foreseeable emergencies. However patients and staff were not always safe. There were not effective systems to ensure and record that identified vehicle defects were repaired.

Is the service effective?

Staff received work based appraisal and informal supervision opportunities. However patient transport services were not always effective because outcomes for patients were affected by lack of timeliness. 27% of patients arrived too early or too late for their treatments or appointments during the month of September.

Is the service caring?

The majority of patients and other health providers told us ambulance crews were caring and treated patients with dignity and respect.

Is the service responsive?

Ambulance staff responded to the individual needs of patients. However the provider did not consistently learn from and take action on complaints and concerns.

Is the service well led?

Many elements of the service were well led. However, there was need for improvement in the management of complaints and the documentation process for maintenance and repair of vehicles.

28 November 2013

During an inspection looking at part of the service

We carried out this inspection to see if the provider had made improvements following our inspection in September 2013. At the time of that inspection we found that the provider did not have effective recruitment systems in place. Records showed that staff were employed without employment checks, references or current Disclosure and Barring Service (DBS) checks. During this inspection we found that improvements had been made to recruitment and vetting procedures.

16, 17, 18, 19, 23, 24 September 2013

During a routine inspection

We spoke with people who use the service, their relatives and NSL staff. We visited hospital wards and outpatient departments and spoke with nursing staff and other health professionals. People who use the service told us staff were friendly and always treated them with dignity and respect. However health professionals told us NSL staff had been rude and abrupt.

People told us they felt NSL staff cared for them throughout their journey. However people regularly experienced long waits for NSL to pick them up before and after appointments. This was confirmed by health professionals and records we saw.

We found that vehicles were well maintained and reliable. The majority of people we spoke with had never experienced any problems with vehicles.

We found that the provider did not have effective recruitment systems in place. Records showed that staff were employed without employment checks, references or current Disclosure and Barring Service (DBS) checks.

We saw that staff had received training and appraisal whilst working for NSL. However staff we spoke with told us they did not value the training and did not feel supported in their role.

People told us they had the opportunity to give feedback to the provider via surveys and comments cards. People who use the service felt the provider responded to their complaints; however health staff felt their concerns were not acted on. We found the provider had systems to monitor the quality of the service but these were not always effective.