Grimsby Office

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes

We assessed 6 quality statements in Responsive and rated it as good.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Feedback from patients was positive. Transport needs were planned in advance to accommodate physical and social needs.

Staff knew in advance of each journey what patient’s individual needs were. There was a criteria to determine who could and could not be transported. Staff were informed of all additional requirements patients had before travel.

Partners stated that the service had robust and comprehensive systems. This ensured that they provided care which met the patients needs, and treated them with respect and dignity.

We did not observe any patient journeys at the time of assessment.

There was clear guidance in policies on what could be provided for individuals, where required. Reasonable adjustments were always accommodated. Staff aimed to keep patients advised if there were delays to journeys.

We were unable to speak with people using the service at the time of assessment. However, the service had a feedback mechanism which showed people had positive views about staff and the service provided.

There was continuity in people’s care as services were flexible and joined-up. Staff liaised with their control centre and hospital staff to ensure that people were collected and arrived at appointments or discharged from hospital in a timely manner. People using the service were informed if this was not feasible.

Partners said that there was an open relationship with the service. They has shown an eagerness to support the community to improve the service provided.

Policies and processes reflected and considered the needs of those with protected characteristics under the Equality Act and those at most risk of a poorer experience of care.

We were unable to ask people who used the service about their experiences of information provided.

Staff and partner agencies used the booking processes to identify potential risks for patients and take action to reduce the risk. If staff felt the service could not safely accommodate patient needs, they informed partner agencies, patients or families that alternative arrangements needed to be made.

Staff used defined processes to share information and assess patient needs. Digital systems supported information sharing and daily meetings identified where further reasonable adjustments to journey plans would improve patient experience.

We were unable to speak with people using the service at the time of assessment. However, the service had a feedback mechanism which showed people had positive views about staff and the service provided.

Staff told us how they promoted feedback from people which had enabled them to review their experiences of the service. Staff were clear on how to support people to raise any concerns and to provide feedback about the service.

There were systems in place to enable people to share feedback and raise complaints about the care and support they received.

People who used the service gave positive feedback.

Managers described the equality impact assessments that had been undertaken by the service. They were able to transport children, bariatric patients, people with mobility needs and physical disabilities as well as people with mental health and sensory needs.

The service had an access policy which outlined how they made reasonable adjustments for people using the service.

We were unable to speak with people using the service at the time of assessment. However, the service had a feedback mechanism which showed people had positive views about staff and the service provided.

Staff described the inclusion criteria for the service and alternative services were available for those who did not meet the service inclusion criteria. Staff knew how to help patients who they were unable to transport or actions they would take if a patient was discharged incorrectly.

Induction training and mandatory training for all staff included equality and diversity training. Staff had a clear understanding on the need to ensure people received an equitable service.