At the last inspection we saw the manager did not analyse the levels of accidents, incidents and complaints to ensure patients who used the service were safe. There was limited systems in place to obtain feedback from people who had used the service. At this inspection we found there were improvements but there still shortfalls that needed to be addressed by the service.

We inspected two ambulances and saw they were well maintained and hygienic. The service had comprehensive systems to ensure they were regularly cleaned and serviced.

We looked four staff files and saw they appropriate checks were undertaken before staff began work in the service. These included an application form, references, photographic identification, police checks, a contract and job description. These files were maintained and monitored by staff from the central office.

On this visit we inspected two ambulances and saw they were well maintained and hygienic. The service had comprehensive systems to ensure they were regularly cleaned and serviced.

We looked at discharge forms used by the service and saw they contained enough information to assist staff to care for patients safely. The forms included information about a patient’s previous medical history and their current needs.

The manager told us “some people find travelling difficult so if they tell us about any need then we try to accommodate them. We look after a range of people so we are very versatile. Our staff are trained to treat people with respect. We discuss this in the induction.”

We saw that the manager did not currently analyse the levels of accidents, incidents and complaints to ensure patients who used the service were safe. There was no action plan developed from accident and incident information to inform good future practice within the service or address any concerns. This meant the provider could not be assured they were ensuring all risks were minimised as far as possible.