The Care Quality Commission (CQC) has bestowed an outstanding rating upon Bristol Ambulance EMS, an independent ambulance service based in Bristol.
This accolade follows a comprehensive inspection conducted in February. Operated by BAEMS Limited, Bristol Ambulance EMS offers emergency and patient transport ambulance services to both NHS and private healthcare sectors, catering to adults and children in the southwest of England. The service also provides event coverage.
The recent inspection revealed that Bristol Ambulance EMS achieved an overall outstanding rating, excelling in the areas of safety and leadership. It received a good rating for effectiveness, care, and responsiveness to people's needs.
Cath Campbell, CQC deputy director of operations in the south, said: “We found that Bristol Ambulance EMS was going above and beyond what we would expect to ensure people receive safe, effective care and treatment.
“The service was delivering exceptional outcomes for people and saving lives. Behind this success was the way they had developed and used technology, so that the service was resilient to challenges and responsive to the needs of people using its services.
“For example, the service had developed a communication tool so the paramedic on scene could have conference calls with all the specialists likely to be involved in the person’s care and treatment. This allowed staff to give the most expert advice to secure good outcomes for people.
“People told us staff treated them well and with kindness, they also understood and respected the personal, cultural and religious needs of people and how they may relate to their care needs.
“Being rated outstanding by CQC is the result of considerable hard work by all staff at the service, so I congratulate everyone at the service who achieved this high standard for the people they serve. I’d encourage other similar services to read this report and see what they can learn from it to drive improvement in their own services.”
According to feedback from patients, staff members at Bristol Ambulance EMS demonstrated kindness, respect, and cultural sensitivity in their interactions. The service received praise for its understanding and accommodation of personal, cultural, and religious considerations in relation to patients' care needs.
Receiving an outstanding rating from the CQC reflects the dedication and hard work of the entire Bristol Ambulance EMS team. Campbell extended her congratulations to all the staff members who contributed to achieving this high standard of care. She encouraged similar services to peruse the inspection report and glean valuable insights to enhance their own operations.
The inspection report unveiled numerous instances of outstanding practices at Bristol Ambulance EMS. Key highlights include:
- Ensuring information provided to patients is easily understandable.
- Safeguarding the rights of individuals under the Mental Health Act, with staff displaying a deep understanding of protecting the rights of those who may lack capacity or be in a mental health crisis.
- Encouraging collaboration between patients and staff in care planning, promoting shared decision-making about treatment and care.
- Cultivating compassionate, inclusive, and supportive relationships among staff members, fostering a sense of respect and value.
- Instilling pride and positivity within the organization, resulting in increased focus on meeting the needs and improving the experiences of service users.
- Utilizing feedback from complaints and concerns as an opportunity for improvement, integrating the acquired knowledge into daily practices for the benefit of patients.
- Effectively controlling infection risks.
- Ensuring the safety of patients by providing appropriate care and treatment administered by qualified, skilled, trained, and experienced staff members.
- Establishing a trainee paramedic program that facilitates staff progression to qualified paramedic status.
- Managing extensive growth over the past two years while maintaining the quality and safety of services.
The complete inspection report is available on the CQC's website on.
