Percys Travel

We have not rated this service before. We rated it as requires improvement because:

• Staff were not trained in line with current safeguarding guidance for their roles and responsibilities.
• Vehicles were not cleaned using suitable Infection, Prevention and Control (IPC) processes.
• Control of Substances Hazardous to Health (COSHH) documents were not available for staff so that products could be used safely.
• The service recorded information on patient journeys for individual patients that including observations but did not detail staff actions during their journey.
• Staff did not report all potential incidents that aligned to categories of the incident reporting policy.
• Managers did not show learning from incidents or share learning with their team.
• Managers did not utilise an audit programme to improve the service.
• Meeting records did not have a consistent structure to ensure staff had consistent messaging that covered the needed governance processes to run the service safely and effectively.

However:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills and understood how to protect patients from abuse. Staff assessed risks to patients and acted on them.
• Staff provided good care and treatment. The service met agreed performance targets. Managers checked the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients and supported them to make decisions about their care.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it.
• Leaders supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients to plan and manage services and all staff were committed to improving services continually.