Updated 3 July 2019
North West Private Ambulance Liaison Services Limited is operated by North West Private Ambulance Liaison Services Limited . The service provides a patient transport service.
We inspected this service using our comprehensive inspection methodology. We carried out an unannounced inspection on 24 and 25 April 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 it as Good overall.
We found the following areas of good practice:
- Patient transport support workers were inducted and trained for their role including safeguarding patients in line with national guidance.
- The service monitored the maintenance and cleaning of ambulances and other equipment in suitable premises.
- The service had electronic systems linked to each depot where information was stored including any incidents, compliments and dashboards to monitor response times.
- The service had contracts mainly with NHS ambulance providers or local authorities covering a 24 hour service, seven days a week if required.
- Staff interacted well with NHS hospital staff during an inter-hospital transfer of a patient. Patients comments, received by the service were positive and included that staff were caring, respectful, considerate and professional.
- Ambulances included a folder with paper versions of job sheets, in case of failure of their electronic tablets
- Folders included picture cards and ‘easy read’ words for patients with communication difficulties. Staff could access interpreters for patients whose first language was not English.
- The service had ambulances that were suitable for patients requiring bariatric equipment.
- There was clear, visible leadership and structure. Staff enjoyed working for the service and felt supported. Processes were in place for recruitment and monitoring of the service.
However, we found the following issues that the service provider needs to improve:
- The packs, on vehicles did not include information about how crews communicated with patients with a sensory loss such as hearing or visual impairment.
Following this inspection, we told the provider that it should make improvements, even though a regulation had not been breached, to help the service improve. Details are at the end of the report
Ellen Armistead
Deputy Chief Inspector of Hospitals (area of responsibility), on behalf of the Chief Inspector of Hospitals