Patient transport service staff lack training - CQC

A patient transport provider has been rated inadequate by a regulator after inspectors found a lack of training and managers did not respond to staff concerns.

The Care Quality Commission (CQC) visited Health Transportation Group (HTG-UK) in Norwich for its first inspection in September following concerns from external stakeholders and staff.

Its report found many staff, which operate across Norfolk and Waveney, did not have training beyond basic first aid and leaders did not always investigate safety incidents.

HTG-UK, which has non-emergency patient transport contracts with the NHS, called the report "rogue" and said it had lodged a formal complaint.

The CQC found HTG-UK did not reliably identify or address key risks such as cleanliness and infection control, continuity of care and staffing, and the control room did not consistently share essential information to front-line staff.

"Overall, the inspection identified systemic shortfalls that placed people at risk and did not meet the standards of a safe or well‑led service," it added.

Carolyn Jenkinson, the CQC deputy director of hospitals in the East of England, said it saw front-line staff were kind and personalised people's care "but often lacked the information to do so", with many lacking training in key areas.

"Staff told us they'd raised their concerns to management but weren't listened to," added Jenkinson.

"We found the management wasn't properly investigating when things went wrong or people complained, nor were they learning from those incidents to improve the service in future.

"Staff have important information to share that can keep people safe - it's vital the leadership tackle this as a priority."

The CQC said it would monitor HTG closely to ensure improvements were made promptly.

In response, HTG-UK chief executive Neil Berry said it had grave concerns over the inspection process, the report and its findings.

Inspectors "chose hearsay over hard evidence", he added, with the report containing more than 30 "factual inaccuracies and serious misrepresentations".

"As a company that always strives for continuous improvement, we are never complacent," he said

"But this inspection report paints a false and damaging picture.

"I would like to assure the many vulnerable patients who rely on us, that we will continue to provide a safe, professional and compassionate service."

The CQC said it followed a published factual accuracy process while compiling its reports and would respond to any request for a review.

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