- Ambulance service
Yormed Ambulance Station
Report from 7 November 2024 assessment
Contents
Ratings - Emergency and urgent care
Our view of the service
Managers and staff operated two emergency ambulances capable of providing emergency and urgent care (EUC) transfers with wheelchair, stretcher and specialist bariatric requirements. The service could fulfil both local and longer distance transfers. Staff were flexible to provide EUC at short notice including out of hours. Managers had actioned and resolved all breaches from CQC’s last inspection in July 2019. Managers shared learning with external and contracted partner organisations such as regional NHS ambulance services. All staff could directly access level 4 and 5 trained safeguarding leads for support and advice on any safeguarding matters. The service better monitored their effectiveness through audits, patient assessments, and performance compliance reports from commissioners. For example, the service’s NHS ambulance trust contractor’s last shared response times report from April to September 2024 achieved 99% compliance. However; CQC were still unclear how managers and staff would enact their mission or values. Eight of the 14 whistleblowing cases CQC received about the service since their last inspection shared concerns. However, managers had taken all appropriate actions to address these concerns. Managers and leads did not always review or prioritise risks to the service. Some governance areas needed strengthening and further embedding before the service’s regulated activity increased. Managers needed to respond promptly to CQC’s offsite requests for governance and risk documentation. They also needed more daily oversight of related processes once the service resumes additional contractual work to ensure sustainable delivery and performance.
People's experience of this service
The service were undertaking no EUC transfers during CQC’s assessment. However, CQC reviewed five EUC customer feedback questionnaires from November 2023 to May 2024. The service had received positive feedback for EUC staff which praised the ‘sensitivity, organisation and training of all involved’ and their ‘great presence of mind and flexibility’.