THE Care Quality Commission (CQC) has rated Essex & Herts Air Ambulance Trust outstanding, following an inspection carried out in August and September.

The service provides emergency care to critically ill and injured patients in Essex, Hertfordshire and the surrounding areas.

It was inspected as part of CQC’s ongoing checks to assess the quality of care being provided to people, and found the trust delivered an outstanding service that was saving lives across the region.

As well as being rated outstanding overall, it was also rated outstanding for being safe, effective, caring, responsive to people’s needs and well-led.

Zoe Robinson, CQC head of hospital inspection, said:

“We were very impressed to find such outstanding levels of care being provided by Essex & Herts Air Ambulance Trust.

“The level of teamwork at the service was exemplary and staff and managers worked together and supported one another to deliver the best possible outcomes for people. Patients were valued and respected and their individual needs and preferences were always considered. Feedback from those using the service and their loved ones was overwhelmingly positive and people told us that staff went the extra mile for them and exceeded their expectations.

“People’s lives continue to be saved because of the trust’s excellent standards, and other services can look to it as an example of how to deliver outstanding care.”

The inspections found numerous examples of outstanding practice, including:

• People could access the service when they needed it and key services were available seven days a week.
• There were enough staff with the right training and experience to safely care for people.
• People were regularly assessed and monitored to ensure they received the best care and treatment to effectively meet their needs. This information was used to make adjustments and improvements to people’s care, which achieved good results.
• Pain relief was given in a timely way.
• Staff worked effectively with one another and outside agencies to benefit patients.
• The service was inclusive, and people were respected and valued as individuals. Their specific needs and preferences were taken into account and were embedded in their care and treatment.
• Staff were highly motivated and inspired to provide care that was kind and promoted people’s dignity.
• Patients and their relatives were supported to understand their conditions and were involved in decisions about their care.
• Staff provided emotional support to patients, families and carers to minimise their distress.
• Feedback from those who used the service and their loved ones was consistently positive.
• It was easy for people to give feedback and raise concerns about their care and the service treated concerns and complaints seriously. These were investigated and shared so that staff and partner organisations could continually learn and improve.
• Leaders had the skills required to successfully run the service. They understood and managed the priorities and issues facing the service and were visible and supportive to patients and staff.
• Staff felt well supported in their roles and had opportunities to develop their skills and take on more senior roles.

The full report can be found on the CQC website