OTR Ambulance Services

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.