LIVES Headquarters is operated by Lincolnshire Integrated Voluntary Emergency Service and is registered to provide patient transport services, triage and medical advice remotely and the treatment of disease, disorder or injury.

We inspected this service using our comprehensive inspection methodology. We carried out an announced inspection on 16 January 2018.

The ambulance service provided patient transport services as well as bespoke first aid and medical cover to public events including treatment on the event site (this is not a regulated activity and is therefore not included in this report). The care and treatment provided when transporting patients between locations and to a hospital is regulated and was the focus of our inspection. 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.

The main service provided by LIVES was patient transport. Where our findings on patient transport services – for example, management arrangements – also apply to other services, we do not repeat the information but cross-refer to the patient transport services core service. See patient transport services for main findings.

Services we do not rate

We regulate independent ambulance services but we do not currently have a legal duty to rate them. We highlight good practice and issues that service providers need to improve and take regulatory action as necessary.

We found the following areas of good practice:

• Incidents were reported and any learning was shared.
• Comprehensive policies were in place covering all aspects of safe and effective patient care and treatment.
• Medicines management was robust.
• The ambulance and equipment were clean, well maintained and serviced regularly.
• Staff were trained to deliver care and treatment following current clinical guidance and showing compassion and empathy to patients.
• Staff responded to patient’s individual needs.
• The organisation was well-led and had a strong patient focussed ethos with processes in place to promote clear clinical governance.
• The senior leadership team were able to respond quickly to any issues in order to improve outcomes for patients.

Heidi Smoult

Deputy Chief Inspector of Hospitals (Central), on behalf of the Chief Inspector of Hospitals