The manager of the Rapid Response Secure Ambulance service based in Weston, Liberty Muguti, said the quality of their service was not the focus of the report but the way they monitored performance on journey times, which was not sufficient.
He said they had relied on a third party to check the credentials of staff, which had also been a problem and they would address this.
No complaints about our service
He said: “We have taken these issues on board it is not the direct service, that is in question. We have had no complaints about the transport service it is just record keeping and making sure we track our two hour response times so our journeys are monitored better. There was also an issue with cleaning records for vehicles.
“We were using agency staff and relying on them to make necessary checks but that was not sufficient. We are committed to staff training. We make sure drivers and escorts have training on how to manage potentially aggressive patients, but face-to-face training has been tricky to do due to Covid-19.
We are a valuable service and we have taken the CQC report on board.”
If you need to book a non-emergency ambulance for a mental health patient please call 0345 3503797.