OnCue Transport Limited

Updated 4 January 2023

OnCue Transport Limited provides non-urgent, planned transport for adults with a medical need who need to be transported to and from NHS services. They are a sub-contractor organisation, and take transport bookings directly from partner organisations. They undertake approximately 4500 journeys per week.

Oncue Transport Limited has a fleet of 166 single man crew vehicles. Each vehicle is configured to carry both walking, wheelchair transferable patients and wheelchair bound patients, as well as escorts when required. OnCue Transport Limited has 160 driver companions who are subcontracted to the service. The provider directly employs 30 members of staff including administration workers, control room staff, fleet management staff, and senior managers.

The provider was registered on 22 September 2022 to carry out the regulated activity ‘transport services, triage and medical advice provided remotely’. The service was previously registered since 31 May 2011, under the name of Q Despatch (West) Limited.

The service had a registered manager in post at the time of our inspection.

The provider does not transport any children, bariatric patients, palliative patients requiring medical support or patients detained under the mental health act using secure transportation.

This was our first inspection of the service since it was registered.

Updated 4 January 2023

We carried out an inspection of OnCue Transport Limited using our comprehensive methodology on 16 November 2022 to 22 November 2022.

This was the first time we inspected the service. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. The service 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 treatment and assessed patients’ food and drink requirements. The service met agreed response times. Managers ensured staff were competent for their roles. Managers monitored the effectiveness of the service. Staff worked well together for the benefit of patients.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. 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 and did not have to wait too long for the service.
• Leaders ran services well using reliable information systems and 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 and the community to plan and manage services and all staff were committed to improving services continually.

Updated 4 January 2023

The service had not been previously inspected or rated. During this inspection we rated it as good. See the summary above for details.