The Care Quality Commission
  • Ambulance service

A F J

Overall: Good read more about inspection ratings

A F J Business Centre, 2-18 Forster Street, Nechells, Birmingham, West Midlands, B7 4JD (0121) 689 1000

Provided and run by:
A F J Limited

All Inspections

09 November 2021

During an inspection looking at part of the service

Our rating of this location stayed the same. 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.
  • 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.

However:

  • The provider should ensure tubs of moisturising hand creams are replaced with dispensers to reduce the risk of cross infection.
  • The provider should ensure using four-point harnesses in vehicles in line with good practice guidance.

3 December 2019

During a routine inspection

A F J is operated by A F J Limited. The service provides non- emergency patient transport services.

We inspected this service using our comprehensive inspection methodology. We carried out a short notice announced inspection on 3 December 2019.

To get to the heart of patients’ experiences of care and treatment, we ask the same five questions of all services: are they safe, effective, caring, responsive to people's needs, and well-led?

Throughout the inspection, we took account of what people told us and how the provider understood and complied with the Mental Capacity Act 2005.

We rated this service as Good overall.

  • 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 provided good care and treatment. Managers made sure staff were competent. Staff worked well together for the benefit of patients and had access to good information.

  • 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.

  • 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 to plan and manage services and all staff were committed to improving services continually.

    However;

  • The service did not monitor the responsiveness of the patient journeys.

  • The services patient eligibility criteria did not contain details on who the service could safely transport.

Heidi Smoult

Deputy Chief Inspector of Hospitals Midlands, on behalf of the Chief Inspector of Hospitals

04 and 10 July 2018

During a routine inspection

A F J is operated by A F J Limited. The service provides patient transport.

We inspected this service using our comprehensive inspection methodology. We carried out an announced inspection on 4 July 2018 and 10 July 2018.

To get to the heart of patients’ experiences of care and treatment, we ask the same five questions of all services: are they safe, effective, caring, responsive to people's needs, and well-led?

Throughout the inspection, we took account of what people told us and how the provider understood and complied with the Mental Capacity Act 2005.

Services we do not rate

We regulate independent ambulance services but at the time of this inspection we did not have the power to rate them. We highlight good practice and issues that service providers need to improve and take regulatory action as necessary.

We found the following concerns that the service provider needs to improve:

  • Staff were not trained in safeguarding children level two.

  • The provider did not engage with patients to sufficiently to assess the quality of its services.

  • The provider did not have an up-to-date risk register.

  • The provider did not have a medicines management policy or procedure for the administration of oxygen.

  • The provider did not have a safeguarding policy that included specific elements such as female genital mutilation (FGM), modern slavery or the risk of being drawn into terrorist activity.

  • The provider did not have a patient criteria to assess patients eligibility for the service.

  • The provider did not have information available for patients on how to make a complaint.

  • The provider did not have a duty of candour policy in place.

  • Staff did not follow the services policy on infection prevention control in relation to glove use and used gloves when they were not required.

  • The provider did not have access to an interpreter.

  • The provider did not have a Mental Capacity Act (2005) policy or a consent policy in place.

  • The provider did not have any general staff meetings.

However, we also found the following areas of good practice:

  • The service employed competent staff and ensured all staff were trained appropriately to undertake their roles.

  • Vehicles were visibly clean, tidy and well maintained. The service was owned by a company who also owned a garage so any repairs were completed quickly.

  • The service had enough skilled staff to safely carry out the requirements of the service.

  • Handovers at the sending and receiving establishments were informative and detailed, led by AFJ staff.

  • All patient interactions were delivered in a sensitive and dignified way.

  • Leaders had the skills, knowledge, experience and integrity they needed to ensure the service met patient needs. The management team described how they strived to be professional, open and inclusive.

  • The organisational culture promoted staff wellbeing. The manager was always available for staff queries and concerns.

Following this inspection, we told the provider that it must take some actions to comply with the regulations and that it should make other improvements, even though a regulation had not been breached, to help the service improve. We also issued the provider with five requirement notices that affected this service. Details are at the end of the report.

Heidi Smoult

Deputy Chief Inspector of Hospitals (Central Region), on behalf of the Chief Inspector of Hospitals