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Governance

Patient safety is our utmost priority here at E-zec.

The Care Quality Commission’s (CQC) Essential Standards of Quality and Safety, underpins everything we do to ensure all our patients are transported safely.

We operate a robust approach to service governance that enables NHS Trusts to contract to us with complete confidence. We call it our Governance, Risk Management and Compliance structure.

Our Clinical Governance Steering Group has been established to ensure the highest levels of safety are maintained in all areas of operation.

The group headed by our lead Paramedic, is made up of key personnel from within our business and aims to provide commissioners with assurance that the utmost priority is given to both quality and safety. The group conducts regular audits relating to all aspects of the operation ensuring that established standards are and continue to be maintained. Policies and procedures are also renewed and amended in line with recommendations from our governing bodies.

Core representation for our Clinical Governance Steering Group is made up of the following staff:

  1. Lead paramedic
  2. Clinical training lead
  3. Director of Health and Safety
  4. National Operations Manager
  5. Local contract managers (where appropriate)

Quality and Compliance

As you would expect from an organisation such as ours, our operation is assured by a wide range of nationally and internationally recognised accreditations, which reflect our commitment to best-practice and excellent patient care. All our accreditations are also externally audited annually.

  1. CQC Assessed and fully certified (reg no: 1-320308367)
  2. ISO 9001  – Quality Management System – Fully accredited
  3. ISO 14001 – Environmental Management system – Fully accredited
  4. IHCD/EdExcel Training centres  – Fully certified
  5. IG information governance
  6. NHS provider licence (Monitor)

Risk Management

E-zec takes a number of measures to ensure our risk management approach is robust and appropriate for the services we offer.

Led by our Paramedic lead and his team, our risk management system operates throughout all layers of our business, from the IOSH Health & Safety training provided to all management and supervisory staff, to our tried and tested Risk Management System itself.

Our Risk Management system is constantly evolving to meet the changing needs of our clients and is continually improved to provide a quality service.

Our Risk Management system is constantly evolving to meet the changing needs of our clients and is externally audited annually.

COMMENTS FROM THE CARE QUALITY COMMISSION

The following comments are taken from a recent CQC inspection

We saw that one patient needed to use the service twice a week and this person was nervous travelling with other people. E-Zec Medical Transport Portsmouth had arranged for a special vehicle to transport this person individually. We saw a letter from the partner of this person who was full of praise for the service and how they had gone out of their way to provide the support this person needed.

CQC

We looked at staff training records and were informed by the registered manager that training was tailored to meet the needs of the people using the service. This meant hospital training was offered such as on the wards and in accident and emergency. This ensured the staff understood the hospital environment and knew where people needed to go.

CQC

We observed that call handling staff were polite and courteous and sought to answered queries in a helpful manner. People who used the service told us that the transport staff were “absolutely superb,” and they were, “Very helpful and respectful.”

CQC

We saw copies of the provider’s Customer Care Charter were carried on patient transport vehicles. This included information about consent and dignity, accessing information kept by the company and patient feedback systems.

The leaflet also included information about the Care Quality Commission, the Independent Complaints Advisory Service and the Health Service Ombudsman. This meant the provider made sure people using the service had the information they needed to comment on the service they received.

CQC

We saw a staff member assist a person into an ambulance car. They were kind and considerate towards the person they were helping. They ensured the person was transferred safely from the wheelchair to the ambulance in a dignified manner. We heard them reassure the person as they moved them into the car.

CQC

The provider had an effective system to regularly assess and monitor the quality of service that people received and effective systems were in place to identify, assess and manage risks to the health, safety and welfare of people who use the service.

ezec-testimonial, CQC

We inspected two ambulances and saw they were well maintained and hygienic. The service had comprehensive systems in place to ensure they were regularly cleaned and serviced. The staff showed us daily task sheets which included cleaning the inside and outside of the vehicle. Once completed these sheets were monitored by senior staff to ensure the vehicles were safe for patient use.

CQC