People told us that they were well cared for during their transport to hospital. One person said 'the staff are very caring and concerned about my welfare'. Another person said 'the ambulance staff are very helpful, I often feel unwell after receiving treatment, so they help me get my shoes on and do my shoe laces up. They help me to get into the ambulance when I need it and they also have oxygen on board which I can use if I need to". We also spoke with two hospital managers; they told us that they were satisfied with the service provided. One person commented 'they involve the patients in everything; they explain things well so that people understand what they are being asked to do and are able to cooperate and consent.
Both managers confirmed that patients were supported to attend their hospital appointments in time to receive their treatment and were also collected at appropriate times. One person said 'The staff provide fantastic support; I can't fault the service in any way. I am very confident that they meet the patient's needs during their transportation. The ambulance staff always tell our nurses if they have any concerns about the patient's condition'.
However during our inspection we found that the provider was not meeting standards in relation to requirements relating to workers, supporting workers, assessing and monitoring the quality of service provision and records.