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Your spotlight on local services

CQC finds continued improvement at London Ambulance Service and praises ‘Outstanding’ staff


The Care Quality Commission (CQC) has found that the London Ambulance Service has made significant progress. The trust, which was rated Inadequate in November 2015, is now rated Requires Improvement overall, but Outstanding for being Caring and Good for effectiveness.

The Chief Inspector of Hospitals, Professor Sir Mike Richards, said: “The events of the last few months have underlined what a crucial service London Ambulance provide to the capital, and how hard its staff work to deliver this service - sometimes in unimaginably difficult conditions.

“During our inspection in February we observed - and people told us - that staff were providing excellent care. 

“There was a strong, visible person-centred culture. Staff were highly motivated and inspired to offer care that was kind and promoted people’s dignity. Relationships between staff and people who used the service, were strong, caring and supportive. Staff recognised and respected people’s needs. They always took people’s personal, cultural, social and religious needs into account. For these reasons, we rated the trust as Outstanding for the caring domain.

“Overall, the trust has made sustained progress since our last inspection, including significant improvements in emergency preparedness resilience and response. Response times to incidents classified as a HART (Hazardous Area Response Team) response are being met. 

“However, there is more work still to do - for example to ensure that they meet national performance targets for the highest priority calls - which is why the trust is rated Requires Improvement  overall. I am hopeful that the trust will be able to deliver these improvements and we will be back again in the near future to check progress. In particular, the leadership team is very new.  As long as this has become properly established I am confident that we will be able to recommend that they should exit Special Measures within a few months.

CQC inspectors looked at three core services: the Emergency Operations Centres (EOC), emergency and urgent care (EUC), and the Emergency Preparedness, Resilience and Response (EPRR).


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