The Care Quality Commission

Archived: County Durham Emergency Medical Services - Ferryhill

Unit 13, Avenue Three, Chilton Industrial Estate, Chilton, Ferryhill, County Durham, DL17 0PB (01388) 608857

Provided and run by:
Medipro Clinical Services Limited

All Inspections

22 November 2012

During a routine inspection

We spoke with two people who regularly used the patient transport service. They said 'They are always charming. They couldn't do any more than they do for me. I have had three different drivers. They have all been excellent'. And 'They are all friendly and I couldn't wish for better.'

We spoke with the County Durham and Darlington National Health Service representative who regularly used the patient transport service. We also spoke to the National Health Service professional responsible for dealing with discharges from University Hospital North Durham. Both were very complimentary about the service provided. They told us they always respected people's privacy and dignity and were always patient with people.

We reviewed people's comments from a survey carried out by County Durham Emergency Medical Services in 2012. Everyone expressed satisfaction with the service. Comments included,'All of the staff were very friendly,' 'The staff were very good in all they did,' 'This was the best service supplied by travel response' and 'The ambulance staff were very nice. They talked to me and my two year old son the whole journey and calmed both of us down in a very scary situation.'

1 December 2011

During an inspection in response to concerns

We spoke with two patients who have used the service regularly. Comments included:

'They let us know who is coming',

'They are very friendly',

They couldn't do enough for you',

'They are fantastic',

'The ambulances are brilliant',

'They are just outstanding',

'They always ring to confirm times' and

'It's a weight off my mind to know they are coming'.

We also spoke with the following stakeholders who use the services of County Durham Emergency Medical Services ' North East Ambulance Service, County Durham and Darlington Primary Care Trust, University North Durham hospital discharge lounge and Durham County Council Travel Response. Comments from these stakeholders included:

'The staff are kind, they make people feel relaxed and comfortable',

'The service is very responsive',

'They have the right level of clinical skill in the vehicles'

'The vehicles are in good condition and kept clean',

'The 4 x 4 vehicles the service have were very useful to us last year in the poor weather',

'They are very reactive to our needs',

'We don't have any issues with the service',

'The hospitals where discharges happen are happy with the service', and

'Where there have been any small issues, these have been dealt with very quickly by the company'.