13 August 2019
During a routine inspection
Secure 24 is an independent ambulance service operated by Definitive PSA ltd. The service provides a patient transport service specialising in the transfer of mental health patients or behaviours that challenge, including those detained under the Mental Health Act 1983.
We inspected this service using our comprehensive inspection methodology. We carried out an unannounced inspection on 13 August 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.
The main service provided by this service was patient transport services.
We rated it as Good overall.
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Vehicles we reviewed were visibly clean, serviced and well maintained.
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The service had clear processes and systems to help keep vehicles and equipment ready for use. This included yearly MOTs, regular servicing and maintenance.
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All staff had undertaken in-house induction and mandatory training in key areas to provide them with the knowledge and skills they needed to do their jobs safely.
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Staff worked effectively with other providers to provide the transport service.
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Vehicles used by the service were bespoke and were designed with the patient and staff comfort and safety in mind.
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Patient experience forms circulated by the provider demonstrated consistently positive feedback.
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The service was provided 24 hours a day, 365 days a year.
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The service had a risk register that assessed, reviewed, and mitigated risks.
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The leadership supported their staff and looked for innovation and improvements
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Staff felt that they worked within in a supportive culture with a strong leadership team.
Nigel Acheson
Deputy Chief Inspector of Hospitals (London and South), on behalf of the Chief Inspector of Hospitals