Yormed Ambulance Station

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

At CQC’s last PTS inspection in November 2023, it did not have sufficient evidence to rate Caring. On this inspection Caring also could not be rated, due to very limited and short-term regulated activity. However, CQC rated both Kindness, compassion and dignity and Workforce wellbeing and enablement as Good. Staff were kind, caring and compassionate. The service offered all staff extensive support and wellbeing resources and initiatives.

This service scored 30 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

PTS crews ensured patients being discharged to cold or empty accommodation had some food, and if necessary, would buy them fish and chips. Staff had also helped patients put electricity on their meter and cover the cost of essential groceries. See ‘listening to and involving people’ under Responsive.

CQC heard about managers and PTS crew going above and beyond for patients. For example, staff honoured an end-of-life care (EOLC) patient’s last wishes in November 2023. The patient requested a pint of bitter, so staff took them to a pub who prepared two cling-film wrapped pints. The crew then returned to patient to their preferred place of death.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

CQC reviewed the service’s health and safety, lone working and manual handling policy. Managers ensured PTS staff did not work excessive hours (over an average of 48 a week without employee consent) as per the working time directive. This policy referenced the directive and related regulations. Managers reported positive staff recognition. They organised team building days and staff were rewarded for areas such as best driving compliance. One PTS staff’s annual appraisal form commended managers and the service for developing their clinical skills and providing further support, including with relevant paperwork such as safeguarding referrals and incident report forms. Staff did feedback that they would like more competitive salaries for weekend work which was going to be considered.

PTS staff had to read and sign equal opportunities and equality, diversity and inclusion policies as part of their induction process.