Medi Wav LTD

Updated 24 June 2022

Medi Wav Ltd is an independent non-emergency patient transport service based in Eastbourne, East Sussex. It provides services to a large NHS ambulance provider which supplies the vast majority of their work and a second ambulance service based in London. The service serves the communities of Surrey, Sussex and London. Vehicles have been adapted to convey patients in wheelchairs, but the service does not convey patients requiring stretchers. The service is managed from one office location with vehicles remotely monitored on the road and stored at the home address of each driver.

The service is registered to provide the following regulated activities:

• Patient transport services

• Triage and medical advice provided remotely

The service was registered with the Care Quality Commission in November 2020. This is the first time we have inspected this service. Medi Vav Ltd is run by two managing directors who divide their time evenly between management responsibilities and driver duties. Medi Vav Ltd has a vehicle fleet of 17 wheelchair accessible vehicles and a staff of 17 drivers. The service employs all drivers. The service transports approximately 4,063 people each year. The service does not transport patients who require secure mental health transport needs or those with acute medical needs.

Updated 24 June 2022

We have not rated this service before. We rated it as requires improvement because:

• The service did not meet Schedule 3 of the Health and Social Care Act 2008 (Regulated Activities) Regulation 2014 as part of their recruitment processes.
• The service did not always follow their own policies in infection control and Control of Substances Hazardous to Health (COSHH) management.
• The service did not always implement their policies in risk management.
• The service did not conduct audit activity.
• The service did not complete formalised meetings with staff or have formalised processes to support staff feedback.

However:

• 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. The service-controlled managed safety incidents while learning lessons from them.
• Staff gave good care to patients. Managers checked the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients and had access to good information. 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 gave 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 using information systems that were not always up to date. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. Leaders focused on the needs of patients receiving care. The service engaged well with patients.

Updated 24 June 2022