- Ambulance service
Yormed Ambulance Station
Report from 7 August 2024 assessment
Contents
Ratings - Patient transport services
Our view of the service
Managers and patient transport services (PTS) staff operated two ambulances capable of providing transport with wheelchair, stretcher and specialist bariatric requirements. The service could fulfil both local and longer distance transfers. Staff were flexible to provide PTS at short notice including out of hours. Managers had actioned and resolved all breaches from CQC’s last inspection in November 2023. Managers shared learning with external and contracted partner organisations such as regional NHS ambulance services. The service could evidence examples of learning from incidents. CQC heard about managers and PTS crew going above and beyond for patients. For example, staff bought one patient a television for their care home room. The patient had been discharged from hospital in winter. All PTS staff could directly access level 4 and 5 trained safeguarding leads for support and advice on any safeguarding matters. PTS crews ensured patients being discharged to cold or empty accommodation had food, hot drinks and heating. The service monitored their effectiveness through audits, patient assessments, and performance compliance reports from commissioners. Actions implemented from audit results ensured staff met their contractual obligations. However; The service’s vision and values mission statement contained no measurable objectives and did not mention a strategy. Eight of the 14 whistleblowing cases CQC received about the service since their last inspection shared concerns. However, managers had taken all appropriate actions to address these concerns. Some governance areas need strengthening and embedding before the service’s regulated activity increased. Managers needed to respond promptly to CQC’s offsite requests for governance and risk documentation. They also needed more daily oversight of related processes once the service resumed additional contractual work to ensure sustainable delivery and performance.
People's experience of this service
CQC reviewed six customer feedback questionnaires from November 2023 to May 2024. Patients were satisfied or very satisfied in all their responses, had no concerns or suggestions for improvement. They found the PTS crew professional, caring and patient focused.