32 Nobel Square Also known as Specialist Medical Transport Limited

We rated the service as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills and understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients who used the service, acted on them and mostly kept appropriate records.
• Staff provided good care. 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 seven 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 and other involved in their care.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. 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 were committed to improving services.
• Managers had a formal risk register in place and contingency management plans to manage risks.
• Recruitment processes were standardised, appropriately processed and all relevant documentation in individual staff files to ensure staff suitability was clearly evidenced.
• Policies were available and completed, annually reviewed and provided with all detail required to guide staff using up to date procedures.

However:

• The service did not have a documented appraisal and supervision system for staff development.
• Staff did not always ensure risk records were up to date and comprehensively completed.