The Care Quality Commission (CQC), has rated Lincs and Notts Air Ambulance Charity outstanding, following an inspection in July last year.

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 places hard to reach by road. It can also deploy two emergency road vehicles for critical care.

CQC has rated this service for the first time. The rating is outstanding across how safe, effective, caring, responsive and well-led the service, and the overall rating is 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.

“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 made sure 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 make sure they received the right care and treatment. They considered people’s cultural identities and beliefs which made sure 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 risk they would happen 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 made sure 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 role.
• Staff felt valued, respected and supported at work which helped them provide the best care possible.
• The service had good 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. Staff listened to concerns and thoroughly investigated incidents, which supported 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.

LNAA’s CEO Karen Jobling, said:

“The whole team here at LNAA is incredibly proud of our CQC inspection report. Receiving an ‘Outstanding’ rating across all areas is a fantastic reflection of the dedication and commitment of our entire team. Patient care and safety is at the very core of the vital pre-hospital critical care we deliver across Lincolnshire and Nottinghamshire every day of the year and we’re delighted that the CQC has recognised this.

“The brilliant outcome of our CQC report would not be possible without our wonderful fundraisers, supporters and volunteers who are by our side every day. We remain incredibly grateful for the support of our communities and we will continue to be by the side of our patients when they need us”.