Staff understood the importance of communicating effectively with people, listening to them and ensuring their needs were understood so that appropriate advice could be given to them.

The service had safeguarding and whistle blowing procedures. Staff were able to give examples of how they would be address safeguarding concerns.

Staff received training and support to keep their skills and knowledge current. All staff who provided medical triage and advice were qualified doctors or nurses. The service carried out regular checks to ensure their qualifications were kept up to date.

There were processes in place for monitoring all aspects of the service provision for quality assurance purposes. These included gaining feedback from companies who use the service so that any comments, complaints and compliments could be acted upon and used to inform and improve the service provision.

We spoke with the registered manager and three staff covering the medical, operational and quality management of the service and three co-ordinators for triage and medical advice provided remotely.