Medical Response Services

Updated 13 June 2022

Medical Response Service is an independent ambulance provider that undertakes non-emergency patient transport journeys of patients aged 18 and above that are eligible for NHS funding and being discharged from an NHS trust. In addition, ad-hoc private patient transportation is also undertaken on a one to one basis.

Approximately 12000 end of life, bariatric and patient discharges home were undertaken between April 2021 and April 2022. And between June 2021 and March 2022 9 mental health transfers were undertaken.

The service employed 40 members of staff, 30 of which were clinical staff, two infection control practitioners, four office staff, two managers and two directors. At the time of our inspection there were five NHS contracted vehicles operating daily and up to 2 additional vehicles available for ad hoc work..

The service was previously inspected in December 2020.

Updated 13 June 2022

Our rating of this service improved. 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 and understood how to protect patients from abuse. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records.
• Staff provided good care and treatment. The service monitored agreed response times. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients.
• The service planned care to meet the needs of local people and made it easy for people to give feedback. People could access the service when they needed it.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

• Staff could not fully explain their understanding of the Mental Capacity Act and Deprivation of Liberty or duty of candour. Staff did not collect safety information or use it to improve the service. Staff did not advise service users on how to lead healthier lives.
• Care did not always take account of patients’ individual needs.

Updated 13 June 2022

Our rating of this service improved. We rated it as good.

See the summary above for details