The Care Quality Commission (CQC) has rated Lincs and Notts Air Ambulance Charity as ‘Outstanding’, following an inspection in July last year.
The CQC carried out an inspection of the service in July and returned in February to gather further evidence. The service covers Lincolnshire and Nottinghamshire and operates a helicopter to reach people involved in serious incidents or in locations that are difficult to access by road. It can also deploy two emergency road vehicles for critical care.
This is the first time the CQC has rated this service. The rating is outstanding across all areas: how safe, effective, caring, responsive, and well-led the service is, with the overall rating also being outstanding.
Charlotte Rudge, CQC Deputy Director of Operations in the Midlands, said:
“At this inspection, everyone we spoke to who had used the service shared positive feedback about their care and treatment. They told us that staff at Lincs and Notts Air Ambulance treated them as individuals and respected their decisions about care and treatment.
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“Staff provided prompt and effective treatment and stayed in touch with people and their loved ones after the incident. People felt confident to provide feedback and appreciated later opportunities to visit the air base to ask questions and thank staff personally. The service used feedback, research, and monitoring to improve people’s experiences.
“Staff were committed to keeping the people in their care safe, delivering care with kindness, empathy, and compassion while respecting people’s dignity. They made people feel at ease and ensured they were comfortable and confident to travel in the helicopter.
“Leaders had developed a culture of openness and collaboration. The service worked closely with partner organisations to help people in their care receive the best outcomes. The local ambulance service praised Lincs and Notts Air Ambulance’s prompt responses and effectiveness at the scene of incidents.
“Overall, staff at Lincs and Notts Air Ambulance should be very proud of the findings of our report. Their strong commitment to keeping people safe shone through in the high-quality care they provide and reflects the supportive culture of the organisation.”
Inspectors found:
- Staff assessed people’s needs to ensure they received the right care and treatment. They considered people’s cultural identities and beliefs, ensuring they provided appropriate and individualised care.
- The service proactively identified hazards and risks, which were assessed and managed to keep people safe. Staff learned from incidents to improve services and reduce the likelihood of them happening again.
- When a person’s outcome wasn’t positive, family members contacted the service to express their appreciation for the care and support staff provided for their loved one.
- Staff ensured that family, friends, and others at the scene of an incident were looked after.
- Leaders provided comprehensive training and career development opportunities for staff. Staff received training that was appropriate for their individual roles.
- Staff felt valued, respected, and supported at work, which helped them provide the best care possible.
- The service had strong links with local NHS trusts, allowing staff to enhance specialist skills in a hospital environment.
- Staff had a strong understanding of how to report safety incidents and concerns. They listened to concerns and thoroughly investigated incidents, fostering a proactive and positive safety culture.
- The service implemented a world-leading pre-hospital treatment plan for people at extreme risk of traumatic cardiac arrests.
- Leaders and staff understood and embodied the culture and values of the workforce and the organisation. They had the skills, experience, and credibility to lead the service well and were compassionate and inclusive.
