CQC
Rated Outstanding
Lincs & Notts Air Ambulance (LNAA) has been rated outstanding by the Care Quality Commission (CQC) across all five of its inspection key lines of enquiry – a level only achieved by a very small proportion of the UK’s CQC-inspected healthcare organisations. This is our first time being inspected so to achieve this level of rating is even more important to us.
Inspectors rated LNAA as outstanding against their 5 key areas of inspection:
- being safe
- being effective
- being caring
- being responsive
- being well-led.
What is the CQC?
The CQC make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve. The CQC is the independent regulator of all health and social services in England. A copy of the CQC report is available at www.cqc.org.uk.
Are emergency and urgent care services Safe?
Rated as Outstanding
There was a proactive, systematic approach to managing safety. Leaders embedded and maintained a culture to continuously improve and encouraged openness and collaboration, and safety was everyone’s top priority. Staff demonstrated a commitment to improve safety and there were clear roles, responsibilities and structures to meet safety goals. There was proactive identification of hazards and risks, which were assessed and managed to avoid adverse outcomes. Solutions to risks were developed collaboratively with the right people and the effectiveness of the controls were monitored and measured. Staff were actively encouraged and appreciated for raising concerns about safety and ideas to improve. Leaders ensured there were enough skilled staff to deliver safe care and could demonstrate adaptive strategies for responding to demand and capacity issues. Training included safety expertise, human factors and communication to support a positive safety culture within all levels of the workforce. Information and intelligence was actively sought to ensure people were always safe and protected from bullying, harassment, avoidable harm, neglect, abuse and discrimination.
Are emergency and urgent care services Effective?
Rated as Outstanding
We rated effective as Outstanding. Staff carefully assessed people’s needs before providing care and treatment. Care and treatment was delivered using evidence-based guidance to give the best outcomes. Leaders inspired a culture of improvement and exploring the very best practice. The service worked closely with other healthcare providers, including all the emergency services, to ensure it was part of a system of health and care and a multidisciplinary team approach. Patient feedback, research and monitoring was used to improve outcomes for patients. Staff followed legal frameworks around consent and understood patients’ rights.
Are emergency and urgent care services Caring?
Rated Outstanding
Patients were truly respected and valued as individuals. They were always treated with respect and kindness during their care, and this extended to their loved ones, friends and families and others at the scene. Staff made sure to protect people’s dignity. The service kept in touch with patients and families by contacting them after the incident if
appropriate, answering questions and providing support and pastoral care. Staff felt valued, respected and supported at work and were enabled to be their best.
Are emergency and urgent care services Responsive?
Rated Outstanding
People and communities were always at the centre of how care was planned and delivered. Patients and their families received person-centred care. The service worked closely with other emergency services to deliver a multidisciplinary approach. Staff provided information to patients and their families at the time of the incident and in follow up contact. Patients were able to give feedback about their experiences. Staff understood and knew about duty of candour and how to apply it. Due to the nature of the service, it was highly responsive to patients in their time of need.
Are emergency and urgent care services Well led?
Rated Outstanding
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. Staff felt confident they could speak up and knew how to do this. Staff were given comprehensive training and career development, and managers encouraged research and innovation. There was a clear system of governance and risk management based around delivering safe and prompt care and treatment. The service promoted equality for patients and families and had policies to guide managers and staff to ensure equality and diversity was encouraged within the workforce. The service worked closely with external partners and stakeholders and was well respected in the local community.
