Medexpress

Updated 1 June 2023

MedExpress is operated by MedExpress Ltd. The service opened in 2009. It is an independent ambulance service based in Cambridgeshire providing non-emergency patient transport services to the public sector. The service carried out journeys transporting patients from home to hospital or other care providers. The service worked closely with local NHS providers where regular shifts were available and they also received some ad-hoc booking requests.

The service is registered to provide the following regulated activity:

• Transport services, triage and medical advice provided remotely.

The registered manager for this service had been registered with the Care Quality Commission since February 2013.

The service had 3 managers, including the registered manager, and employed 12 other members of staff. All staff members were on zero hours contracts. The fleet consisted of 15 vehicles and the service carried out 2,108 patient journeys between 30 March 2022 and 29 March 2023.

The service was last inspected in March 2017, but it was not rated.

Updated 1 June 2023

This was the first time we rated this service. We rated it as good 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.
• Staff provided good care and treatment. The service monitored response times. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients. Services were available 7 days a week.
• 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.
• Leaders ran services well using reliable information systems. 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 with patients to plan and manage services and all staff were committed to improving services.

However:

• There was no formal eligibility criteria and no formal process for staff to follow in the event of them being unable to facilitate a journey.
• There was no formal vision and strategy for the service.
• Management meetings were not documented.
• The service did not have a robust process in place to monitor the overall outcome of audits and the completion of audit actions.

Updated 1 June 2023

This was the first time we rated this service. We rated it as good. See the summary above for details.