Bristol Ambulance EMS Also known as Bristol Ambulance EMS

Updated 2 June 2023

Bristol Ambulance EMS provides emergency and patient transport ambulance services for both NHS and private healthcare, adults and children, in the southwest of England region and provides event cover. The service has 10 operational bases across the South-West and South-Central region, which are supported by 2 purpose built fleet workshops, a 24hour control room, and the service employs 548 staff of varied grades and specialisms.

Bristol Ambulance EMS is operated by BAEMS Limited.

Bristol Ambulance reregistered with the Care Quality Commission under its new owner in December 2017 and has previously been inspected but not rated.

The service is registered to provide the following regulated activities: Transport services, triage and medical advice provided remotely and the Treatment of disease, disorder, or injury.

The service has had a registered manager in post since 5 December 2017, when the service re-registered with the Care Quality Commission.

The service has 200 Emergency, Transport and Specialist Vehicles and provides the following services: Frontline Emergency and Urgent transport, non-Emergency Patient Transport

Intensive Care Retrieval Services, Secure and detained transport, Event Provision, Telephony, and call handling. The service offers a 24 hour, 7 days a week service.

From January to December 2022 88,574 journeys were carried out by the service. These comprised of patient transport services (PTS) and emergency medical service (EMS). PTS journeys undertaken were 34,082 of which 2,615 were reported as private PTS / Transfers. In October 2022 the service introduced a secure transport service and has undertaken 50 journeys in the period October 2022 to March 2023.

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

Updated 2 June 2023

We rated it as outstanding because:

• People had comprehensive assessments of their needs, which included consideration of clinical needs including pain relief, mental health, physical health and wellbeing, and nutrition and hydration needs.
• Accurate and up-to-date information about effectiveness was shared internally and externally and was understood by staff. It was used to improve care and treatment and people’s outcomes, and this improvement was checked and monitored.
• All staff had the skills they needed to carry out their roles effectively and in line with best practice. The learning needs of staff were identified, and training was provided to meet those needs. Staff were supported to maintain and further develop their professional skills and experience.
• Staff were supported to deliver effective care and treatment, including through meaningful and timely supervision and appraisal. There was a clear and appropriate approach for supporting and managing staff when their performance was poor or variable.
• Consent to care and treatment was obtained in line with legislation and guidance, including the Mental Capacity Act 2005 and the Children’s Acts 1989 and 2004. People were supported to make decisions and, where appropriate, their mental capacity was assessed and recorded.
• Feedback from people who used the service, those who were close to them, and stakeholders was positive about the way staff treated people. We observed people being treated with dignity, respect, and kindness during all interactions with staff and relationships with staff are positive. People stated they felt supported and say staff cared about them.
• Staff communicated with people and provided information in a way that they could understand. People understood their condition and their care, treatment, and advice. People and staff worked together to plan care and there was shared decision-making about care and treatment.
• Waiting times, delays and cancellations were minimal and managed effectively. People were kept informed of any disruption to their care or treatment.
• People knew how to give feedback about their experiences and could do so in a range of accessible ways, including how to raise any concerns or issues.
• The service used the learning from complaints and concerns as an opportunity for improvement. Staff give examples of how they incorporated learning into daily practice.
• Leaders model and encourage compassionate, inclusive, and supportive relationships among staff so that they feel respected, valued, and supported. There were processes to support staff and promote their positive wellbeing. Leaders at every level live the vision and embody shared values, prioritise high-quality, sustainable, and compassionate care, and promote equality and diversity. They encouraged pride and positivity in the organisation and focus attention on the needs and experiences of people who use services.
• The board and other levels of governance in the organisation functioned effectively and interacted with each other effectively.
• The service worked closely with the local community across the southwest

Updated 2 June 2023

This is the first rating of this service. We rated it as outstanding because:

The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service-controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.

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 continually.

Patient Transport Services is a small proportion of the service’s activity. The main service was Emergency and Urgent Care. Where arrangements were the same, we have reported findings in the Emergency and Urgent Care section.

We rated this service as outstanding because it was safe, effective, caring and responsive.

Updated 2 June 2023

This is the first rating of this service. We rated it as ​outstanding​ because:

The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service-controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.

Staff provided good care and treatment and gave patients pain relief when they needed it. The service met agreed response times. Managers monitored the effectiveness of the service and made sure staff were competent.

Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions.

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.

We rated this service as Outstanding because it was safe, effective, caring, responsive, and well led.