Medical Response Services

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes

We assessed 1 quality statement on equity in access. The service considered the individual needs and requirements of people. Individual assessments were completed factoring the environment, staffing numbers and equipment needed when completing a transfer. The service made it easy to provide feedback about their experiences. The service provided information in a variety of formats including different languages.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Feedback was positive from people including many who had complex health needs. Service feedback included comments from people who were living with dementia, who were bariatric patients or who had other complex needs. People were positive about how the service adapted to their needs and worked with them from the outset to create a plan. Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and adjusted their support to provide equity in people’s experience and outcomes.

Staff told us about adaptations for bariatric patients including provision of a bespoke ambulance, specialist equipment and provision of enough staff required for the patient transfer. Leaders described examples of individuals they have transported who had a language barrier. Communication aids were available for patients when needed, although this was not a high demand for the service. Staff told us they have cards for people with communication difficulties such as sign language cards for deaf people, leaflets in different languages, and simple visual prompt cards.

The service has an equality and diversity policy, this had guidance in relation to protected characteristics. Communication aids such as pictographs for patients who have communication difficulties, and leaflets in a variety of languages were available for patients to use. During March, April or May 2024 there were no reported occasions when the telephone booking system had been unavailable. There have been no incidents where the wrong person had been transported in the same months. Cancelled bookings were consistently below 11% and staff explained this is usually when a person has chosen not to be transported with the service.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.