Private ambulance service must improve, CQC finds
GoogleAn independent ambulance service has been told it needs to improve, with its leadership rated "inadequate".
Stockton-based HQ specialises in providing transport for those detained under the Mental Health Act for NHS trusts across the UK.
In a report, the Care Quality Commission (CQC) rated it "good" for being caring but identified safety, effectiveness and responsiveness as "requires improvement".
A spokesperson for Direct Medical Transport Limited, which operates HQ, said it was working to improve and the "safety of our service users and wellbeing of staff remain a priority".
The service, based on the North Tees Industrial Estate, employs about 50 people.
It described itself as having a "large fleet" including single cell vehicles, which give "extra security for the more challenging of journeys".
The report from the regulator said staff treated people with kindness, empathy and compassion, with ambulance crews going "above and beyond their role to support patients".
But it said its leaders "did not always have the skills, knowledge, experience and credibility to lead effectively".
"They did not always listen to concerns or investigate and report safety events," it said.
The report, based on an inspection in September 2025 and published in March, also highlighted the service did not always tell people their rights around consent or when delivering care and treatment, or make it easy to complain.
It also found "resuscitation equipment was limited" in four inspected vehicles and none carried a defibrillator, according to the Local Democracy Reporting Service.
A spokesperson for Direct Medical Transport said: "We are continuing to work with the CQC, our staff and third parties to improve any areas of concern highlighted to ensure the best level of care is provided to service users."
