Devon Air Ambulance Head Office

Our rating of this location improved. We rated it as outstanding because:

• The service provided mandatory training in key skills to all staff and made sure everyone completed it. The service had developed training programmes and had provided, in partnership, higher degree opportunities for staff.
• The design, maintenance and use of facilities, premises, vehicles and equipment kept people safe.
• People were protected by strong comprehensive safety systems, and a focus on openness, transparency and learning. A proactive approach to anticipating and managing risks to people who used services was recognised as being the responsibility of all staff. Staff identified and quickly acted upon patients at risk of deterioration. External organisations were actively engaged in assessing and managing anticipated future risks.
• There was a truly holistic approach to assessing, planning and delivering care and treatment to people who used the service. There was a safe use of innovative and pioneering approaches to care. New evidence-based techniques and technologies were used to support the delivery of high-quality care.
• All staff were actively engaged in activities to monitor and improve quality and outcomes. Opportunities to participate in benchmarking, peer review and research were proactively pursued.
• Staff, teams and services were committed to working collaboratively and had found innovative and efficient ways to deliver more joined-up care to people who use services.
• People were truly respected and valued as individuals. Feedback from people who use the service and those who were close to them was continually positive about the way staff treat people. People thought that staff went the extra mile and the care they received exceeded their expectations. Staff were highly motivated and inspired to offer care that was kind and promoted people’s dignity.
• The involvement of other organisations and the local community was integral to how services were planned and ensured services met the needs of local people and the communities served.
• Leaders had an inspiring shared purpose, strove to deliver and motivate staff to succeed. Leaders had the skills and abilities to run the service. They understood and managed the priorities and issues the service faced. They were visible and approachable in the service for patients and staff.
• Leaders and staff used innovative approaches to gather feedback from people who used services and the public. This was then used to plan and manage services. They collaborated with local, national, international partner organisations to help improve services for patients. There were consistently high levels of constructive engagement with staff, patients, relatives and external stakeholders.
• There was a clear proactive approach to seeking out and embedding new and more sustainable models of care. Leaders encouraged innovation and participation in research.

However:

• The thermometer in the medicine’s storage room was not in place. This was promptly addressed on the day of inspection.