We visited the provider's head office and spoke with the Chief Ambulance Officer and the Chief Medical Officer. Because of the transient nature of this service we were not able to speak with patients but we looked at feedback captured by the service from patients and from third parties, such as events organisers.

Patients were treated with dignity and respect. Patient feedback captured by the service indicated that people were satisfied with this aspect of their care and documentation evidenced that people were well informed and involved in their care.

We looked at the arrangements for the management of medicines. We were satisfied that medicines were obtained, stored and administered safely by authorised practitioners who were appropriately trained.

There were effective recruitment and selection procedures, with appropriate pre-employment checks carried out to ensure that people were cared for by suitable individuals, who were appropriately skilled and qualified.

The service had received no complaints in the last 12 months but there was a comprehensive complaints management system in place which was well publicised. The service welcomed feedback from patients and had processes in place to ensure that negative feedback was promptly investigated and acted upon.

The service was well managed. There was a comprehensive set of policies and procedures. Records were accurate and fit for purpose, well organised, securely maintained and regularly audited.

We visited the provider’s head office and spoke with the Chief Ambulance Officer, the Head of Clinical Operations and the Chief Medical officer (the management team). We also spoke with one volunteer. We subsequently spoke with two volunteers by telephone. Because of the transient nature of this service we were not able to speak with people who used the service. We contacted the events organisers who regularly employed the service to provide first aid/or medical cover. They told us the service was ‘reliable’, ‘well organised’ and ‘very professional’.

We looked at patient report forms. People’s needs had been appropriately assessed and treatment/ care provided had been clearly documented. People were asked for their consent before care or treatment was provided.

Ambulance vehicles were clean, tidy, well maintained and appropriately equipped. Vehicles were regularly checked to ensure that they were clean, equipped and fit for purpose.

There was evidence that volunteers were vetted before commencing work, although the formal recruitment process had not been fully implemented.

Volunteers told us that they received regular training and felt well supported by the organisation. All volunteers were annually appraised by the Chief Medical Officer. There were effective systems in place to monitor quality and safety, including regular audit.