EMA Patient Transport

Updated 30 March 2022

Background to inspection

EMA Patient Transport is a private ambulance service based in Poole, Dorset. The service offers both medical and secure patient transport across Dorset, Devon, Somerset, Bristol, Avon and Wiltshire, and Reading. Medical patient transport (referred to in the report as patient transport) is for patients who cannot travel by public transport or other means for medical appointments, planned admissions or discharges at hospital or a clinic or with their GP. Secure patient transport (referred to in the report as secure transport) is specifically for child and adult patients with mental health needs including those detained under the Mental Health Act 1983.

The provider has three ambulances for patient transport and two vehicles with bespoke interiors for secure transfers. Both of these vehicles have two sections behind the driver’s cab. The first section has two single seats and bench seating for three people. The second section is a secure place of safety where people in distress, who could pose a risk to themselves or others, can travel safely.

The provider has two premises both located in the town of Poole. One is the administrative base and the other is a unit for storing vehicles and equipment.

The service was registered with the CQC in June 2015 to provide transport services, triage and medical advice remotely and treatment of disease, disorder or injury.

The service has had a registered manager in post since June 2015. A registered manager is a person who has registered with CQC to manage a service. They are ‘registered persons.’ Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act 2012 (Regulated Activities) Regulations 2014, and associated regulations about how a service is managed.

This was the first time the services had been inspected.

What people who use the service say

People who use the service say the staff are ‘amazing people’ who go ‘above and beyond’ to ensure good patient care.

Updated 30 March 2022

We rated the service as requires improvement because:

• Managers did not always make sure staff were competent to provide safe care through a system of statutory and mandatory training.
• Recruitment practices did not always meet all the requirements as set out in schedule 3 of the Health and Social Care Act 2008 Regulated Activities Regulations 2014.
• The service did not always manage safety incidents well or share evidence of lessons learnt.
• The service did not always have effective systems or processes to assess, monitor and improve the quality and safety of the service.

However:

• The service had enough staff to care for patients and the service controlled infection risk well. Staff kept good care records.
• Staff worked well together for the benefit of patients and supported them to make decisions about their care.
• Staff spoke of the care they delivered in a manner that demonstrated a kind and compassionate approach which protected patients’ privacy and dignity.
• Care was planned 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 and did not have to wait too long to be transferred.
• Leaders understood they needed to develop better systems to run the service well and support 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.

Updated 30 March 2022