CQC publishes report on services provided by West Midlands Ambulance Service University NHS Foundation Trust
CQC originally carried out this focused inspection as part of a series of coordinated inspections to identify how services in a local area work together to ensure people receive safe, effective and timely care during times of sustained pressure. Other inspections in this series were paused as part of CQC’s response to help alleviate the impact of winter pressures on health and social care organisations.
To read more about this work visit the CQC website.
Sonia Brooks, CQC deputy director of operations in the midlands, said:
“When we visited West Midlands Ambulance Service University NHS Foundation Trust, we found staff working hard under sustained pressure and leaders trying to manage priorities and issues to keep people safe.
“However, inspectors found response times and handover targets weren't being met. The delays in handing people over at hospitals meant that ambulances and crews couldn’t be made available to attend other calls. These lengthy delays at hospitals increased risk to people, particularly those that had been lying on trolleys or stretchers in ambulances for long periods of time.
“Although ambulance staff were working hard to meet national targets, these handover delays were a reflection of what’s happening across the healthcare system nationally during these times of sustained pressure.
“However, people praised ambulance crews for their care and compassion, particularly during the lengthy waits at hospital.
“We will continue to monitor the trust closely, through future inspections, to ensure leaders are mitigating the risks of these issues and that people are receiving high quality care.”
Inspectors found:
- Some senior leaders were often not available at busy times, and this led to lack of leadership support and some staff feeling disheartened about the prospect of improvement.
- Alternative pathways, to avoid taking people to hospital, were not always known to staff from outside the area.
- Communication to staff about processes, like sourcing nutrition for a patient waiting in an ambulance, was not clear to all staff.
However:
- Staff treated people with compassion and kindness, respected their privacy and dignity, especially when moving them long distances from an ambulance to the emergency department.
- Infection, prevention and control was good, and staff were ensuring equipment and personal hygiene were of a high standard.
- Communication and multi-disciplinary team working were good. Staff maintained a focus on patient care and shared information appropriately.
As this was a focused inspection looking at emergency and urgent care, CQC did not re-rate this service following this inspection. Therefore, it remains rated as outstanding overall. Effective, caring, responsive and well-led also remain rated as outstanding. Safe remains rated as good. The trust remains rated as outstanding overall.
