OTR Ambulance Services

Updated 29 December 2022

The provider, Oak Tree Reliance Ltd, was limited company. The provider’s location was based in Watford, Hertfordshire. They had been registered with CQC (Care Quality Commission) since April 2018.

The service provided a non-emergency ambulance service, transporting adults and children. OTR Ambulance Services completed an average of 6500 to 7000 jobs each month. They used 38 vehicles, which were a combination of cars, wheelchair accessible vehicles and stretcher ambulances.

The service is registered with CQC for the regulated activity transport services, triage and medical advice provided remotely, and treatment of disease, disorder or injury.

The service has had a registered manager in post since registration in July 2021 when this location was registered. This was the first inspection since registration.

We inspected this service using our comprehensive inspection methodology. We carried out a short notice announced inspection on 11 and 18 October 2022. To get to the heart of clients’ experiences of care, we ask the same five questions of all services: are they safe, effective, caring, responsive to people’s needs, and well-led.

Where we have a legal duty to do so, we rate services’ performance against each key question as outstanding, good, requires improvement or inadequate. Throughout the inspection, we took account of what staff told us and how the provider understood and complied with legislation.

Updated 29 December 2022

We have not previously rated this service. We rated it as good because:

• The provider had enough staff to care for clients and keep them safe. Staff had training in key skills, they understood how to protect clients from abuse, and managed safety well. Staff controlled infection risk well. They assessed risks to clients, acted on them and kept good care records. The provider managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
• Staff provided good care and assessed clients’ food and drink requirements. Managers monitored response times and made sure staff were competent. Staff worked well together for the benefit of clients, supported them to make decisions about their care.
• Staff treated clients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and supported them in any way they could. They provided emotional support to clients, families and carers.
• The provider planned care to meet the needs of local people, took account of clients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for care.
• The provider ran the service well using reliable information systems and supported staff to develop their skills. Staff felt respected, supported and valued. They were focused on the needs of clients receiving care. Staff were clear about their roles and accountabilities.

Updated 29 December 2022

We have not previously rated this service. We rated it as good because:

• The provider had enough staff to care for clients and keep them safe. Staff had training in key skills, they understood how to protect clients from abuse, and managed safety well. Staff controlled infection risk well. They assessed risks to clients, acted on them and kept good care records. The provider managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
• Staff provided good care and assessed clients’ food and drink requirements. Managers monitored response times and made sure staff were competent. Staff worked well together for the benefit of clients, supported them to make decisions about their care.
• Staff treated clients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and supported them in any way they could. They provided emotional support to clients, families and carers.
• The provider planned care to meet the needs of local people, took account of clients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for care.
• The provider ran the service well using reliable information systems and supported staff to develop their skills. Staff felt respected, supported and valued. They were focused on the needs of clients receiving care. Staff were clear about their roles and accountabilities.