The Care Quality Commission (CQC) has rated a Bristol based independent ambulance service outstanding, following an inspection undertaken in February.
Bristol Ambulance EMS is operated by BAEMS Limited and provides emergency and patient transport ambulance services for both NHS and private healthcare for adults and children, in the southwest of England and also provides event cover.
Following the inspection, the service was rated as outstanding overall and for being safe and well-led. It was rated good for being effective, caring and responsive to people’s needs.
Cath Campbell, CQC deputy director of operations in the south, said:
“We found that Bristol Ambulance EMS was going above and beyond what we would expect to ensure people receive safe, effective care and treatment.
“The service was delivering exceptional outcomes for people and saving lives. Behind this success was the way they had developed and used technology, so that the service was resilient to challenges and responsive to the needs of people using its services.
“For example, the service had developed a communication tool so the paramedic on scene could have conference calls with all the specialists likely to be involved in the person’s care and treatment. This allowed staff to give the most expert advice to secure good outcomes for people.
“People told us staff treated them well and with kindness, they also understood and respected the personal, cultural and religious needs of people and how they may relate to their care needs.
“Being rated outstanding by CQC is the result of considerable hard work by all staff at the service, so I congratulate everyone at the service who achieved this high standard for the people they serve. I’d encourage other similar services to read this report and see what they can learn from it to drive improvement in their own services.”
The inspection found many examples of outstanding practice, including:
- People were provided information in a way that they could easily understand by staff
- Staff protected the rights of people subject to the Mental Health Act. All staff interviewed explained the importance of protecting the rights of people who may lack capacity or be in a mental health crisis
- People and staff worked together to plan care and there was shared decision-making about care and treatment
- Leaders demonstrated and encouraged compassionate, inclusive, and supportive relationships among staff so that they felt respected and valued
- Leaders encouraged pride and positivity in the organisation, and this led to a better focus of attention on the needs and experiences of people who use services
- The service used the learning from complaints and concerns as an opportunity for improvement. Staff also gave examples of how they added learning into daily practice for the benefit of people using the service
- Infection risk was controlled well
- People were kept safe from avoidable harm provided the right care and treatment by staff with the right qualifications, skills, training and experience
- The service had developed and put in place a trainee paramedic programme which enabled staff progression to qualified paramedic status
- The service had seen an extensive growth over the past two years. However, the service had been able to maintain the quality and safety of the service during this time period.