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East Midlands Ambulance Service rated 'Good' after significant improvement

There is 'Good' news for East Midlands Ambulance Service (EMAS) as it makes dramatic changes.

After requiring improvement in its Care Quality Commission report in 2017 EMAS has been rated 'Good' overall and 'Outstanding' for its care.

The service was said to have made significant improvements "in every area inspected" by the care commission which listed several areas as "outstanding practice".

EMAS has been rated 'Good' by the Care Quality Commission (13973214)
EMAS has been rated 'Good' by the Care Quality Commission (13973214)

"I am immensely proud of everyone at EMAS for their tireless work and total commitment to seeing significant improvements here at EMAS in recent years," said chief executive, Richard Henderson.

He said the new rating of 'Good' overall with 'Oustanding' for caring is a success not only for EMAS' colleagues but for volunteers, patients, their loved ones, and the organisations they work closely with.

"The report also includes areas for improvement which support us in our journey to become an outstanding organisation. We’re currently working through the report and the plans already in place at EMAS to ensure we keep on track and focused on the right things," the chief executive added.

The CQC report identified several areas of outstanding practice, services and care including:

  • The introduction of the Urgent Care Transport Service
  • The Conversation Café staff engagement tours, and use of augmented reality posters by the Communications team
  • The management of frequent callers by the Frequent Callers Team
  • Innovative training delivered by the Hazardous Area Response Team

Pauline Tagg, chairman of the trust board at EMAS, said she was delighted with the outcome of the inspection calling it "testament to the hard work" of all ambulance colleagues.

She explained: "We are absolutely delighted with the outcome of this inspection and our rating is testament to the hard work of all our ambulance colleagues.

"Over the last few years, the Trust Board has been dedicated to delivering our quality improvement plans created in response to the 2015 and 2017 CQC rating."

The chairman said she has also prioritised proactive recruitment in frontline services working to develop the culture and leadership in its teams as part of a 'Big 3' initiative, adding the "sheer hard work and commitment" of EMAS has been recognised.

"Our next Conversation Café tour is due to start later in July and I look forward to being able to say ‘thank you’ in person to many of our colleagues for making this achievement possible," she added.

The CQC report is the result of an inspection in April 2019 where all four EMAS services were rated along with a review of its Horizon Place headquarters in May 2019.

Representatives from the CQC visited and inspected EMAS sites, spent time in the Emergency Operations Centres, on ambulances, and spoke to colleagues, volunteers and patients.

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