4th & 5th July 2023
During an inspection looking at part of the service
We inspected the emergency and urgent care service using a focused framework. Our inspection was announced (staff knew we were coming) with short notice to ensure that everyone we needed to talk to was available. Throughout the inspection, we visited ambulance stations in Chelmsford, Newbury and Aylesbury.
The purpose of this focused inspection was to follow up whistleblowing concerns referred to Care Quality Commission (CQC) between the months of December 2022 and May 2023.
Our rating of this location stayed the same. 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. Staff assessed risks to patients, acted on them and kept safe care records. Records were regularly audited.
- The service provided mandatory training to staff and made sure everyone completed it. The service provided an emergency response driving Certificate in Emergency Response Ambulance Driving (CREAD) to support staff who did not have the qualification.
- Ambulances and ambulance stations were well equipped. The design, maintenance and use of facilities, vehicles and equipment kept people safe. Staff were trained to use them. Staff managed clinical waste well. Areas and equipment we viewed were visibly clean.
- The service managed patient safety incidents well. Staff recognised incidents and near misses and reported them appropriately.
- There was a stable executive leadership team in place. Local leaders were visible, and staff felt supported.
However:
- Systems and protocols in place for medicines management were not consistently applied across the services.
- Staff told us that whilst they felt supported and valued by their local leaders, they did not believe their opinions mattered to senior leaders. Staff we spoke with had not had an appraisal and did not have one planned.
- Not all staff felt respected, supported, and valued by the senior management team. Some staff felt they could not raise concerns.