CQC finds significant improvements at Hertfordshire ambulance service

A Hertfordshire ambulance service has been rated outstanding by the Care Quality Commission (CQC) after inspectors found significant improvements had been made since its previous inspection.

Hearts First Ambulance Service, based in Radlett, has been upgraded from requires improvement to outstanding following an inspection in June.

The independent service provides patient transport, remote triage and medical advice, as well as treatment for disease, disorder and injury.

At its previous inspection, the service was found to be in breach of two regulations relating to safe staffing and good management.

However, inspectors found those issues had now been addressed and the service was no longer in breach of the regulations.

Hearts First Ambulance Service is now rated outstanding for being safe, effective and well-led, all of which were previously rated requires improvement. It has retained its good rating for responsiveness, while caring has also been rated good.

Sarah Ivory-Donnelly, CQC deputy director of hospitals in the East of England, said the service had taken previous feedback on board and was now providing an “exceptional level of care”.

She said: “It was evident that staff treated people with kindness and compassion, while also protecting their privacy and dignity.

“Staff were people focused and understood their role when delivering person-centred care. They treated people as part of their family and ensured they were always safe and comfortable.”

Inspectors found the service now had enough staff with the appropriate clinical skills to support patients and respond to people in a timely way.

Recruitment processes had also been strengthened, with a combination of full-time employees and bank staff working together to provide safe and individualised care.

The CQC highlighted the service’s approach to learning from incidents. Following a safety incident at another independent ambulance service, Hearts First developed its own training package and shared lessons with staff, including a step-by-step guide on safe manual handling.

Staff were also required to demonstrate that they were up to date with guidance, safety alerts and policy changes before beginning their shifts.

Inspectors praised staff for involving patients and their families in decisions about their physical, emotional and personal care needs.

The service was also found to have strong safeguarding practices, appropriate medicines management procedures and a good understanding of consent and how to support people who lacked capacity or were experiencing mental health difficulties.

For longer journeys, staff considered the needs of patients and their families by planning comfort breaks and ensuring adequate food and hydration were available.

Vehicles were thoroughly cleaned and fully equipped, while leaders ensured appropriately trained staff and suitable vehicles were available for additional NHS work and private repatriation contracts.

Ivory-Donnelly added: “Overall, leaders and staff should be incredibly proud of the work they have done to improve the service to such a high standard and provide outstanding care for people.”

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