Immediate Medical Solutions Ltd

The service was also registered to provide 'Transport services, triage and medical advice remotely' to people in the community. Transport services can include, for example, a private ambulance service.

There was a procedure for reporting incidents and accidents and to review and learn lessons from them to prevent re-occurrence. Staff followed infection control procedures to protect themselves and people from infections. People did not require support to take their medicines but medicine procedures were available for when people needed this support.

Assessments of people's needs were carried out before they started using the service. People gave their consent to the care and support being provided. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Details of health professionals involved in people's care were included in care plans. People's food and drink preferences were understood by staff.

Relatives told us staff were respectful and caring towards their family members. People's privacy, dignity, human rights and equality and diversity characteristics were respected. People and relatives were able to express their views about the care. Staff supported people to maintain their independence.

Care plans recorded people's needs and preferences and people received a personalised. Staff communicated well with people and relatives. There was a procedure for complaints to be investigated and responded to.

There was a positive culture in the service. Relatives and staff told us the service was well managed. Feedback from people and relatives was received by the registered manager. There were quality assurance systems in place for the provider to continuously improve the service, however they had yet to be fully utilised because there was only limited service being provided. The registered manager worked in partnership with other organisations and providers to keep people in good health.

We were not assured the provider had the necessary systems to provide the transport service because the ambulance vehicle was not suitable and had not been adequately maintained. However, the provider was not providing this service at the time of our inspection and had not done so since first registering the service with the CQC. Therefore, this part of the service was briefly inspected but not rated. Shortly after our inspection, the provider informed us they intended to remove this regulated activity from their registration.