Quality & Governance
How we hold ourselves to account – our aims, our certifications, and how we manage and learn from incidents.
Certifications & registrations
Independently checked, externally certified
Care Quality Commission
Registered with the CQC since July 2013 as an independent ambulance service provider. Our services are inspected against the CQC’s five key questions: safe, effective, caring, responsive and well-led. Both of our registered sites are rated Good.
St Leonards – Head Office
Keynsham – South West
ISO 9001 – Quality Management
Our quality management system is certified to ISO 9001, the international standard for quality management — covering how we plan, deliver, review and improve our services.
ISO 14001 – Environmental Management
Our environmental management system is certified to ISO 14001, the international standard for environmental management — managing the impact of our fleet and operations, from emissions to waste and energy use.
Proudly PSIRF – Since 2021
We adopted the Patient Safety Incident Response Framework in 2021 – responding to incidents with a focus on learning and improvement, and treating patients, families and staff affected by them with compassion and openness.
Certified Training Service
Our training is certified by the Association of Certified Training (ACT) and complies with the Restraint Reduction Network Training Standards.
Our aims
Quality is how we care, backed by qualitative and quantitative data
Our Quality team exists to make sure every patient care episode is safe, dignified and continuously improving. These are the aims that guide our work:
Safe, patient-first care
Every decision starts with what is right for the patient — minimising physical intervention and always focusing on care.
An open, candid, just culture
We encourage our people to come forward when mistakes are made, thank them for their honesty, and act on what we learn.
Continuous improvement
Audits, reviews and feedback loops that turn every incident, complaint and compliment into better care.
Full regulatory compliance
Meeting — and aiming to exceed — the standards set by the CQC and our certification bodies, every day.
Incident management
When something goes wrong, we face it openly
Openness is one of our core values. We operate a clear incident reporting and response process, and we encourage every member of staff to report concerns — however small. Reporting is how we protect patients, support our crews and improve our service.
Learning from incidents is shared across the organisation, and where things affect patients or clients we follow our duty of candour: we tell people what happened, apologise, and explain what we are doing to put it right.
Report
Any member of staff, patient or client can report an incident or concern — verbally, in writing or through our reporting system.
Triage & respond
The Quality team assesses severity, takes immediate action where needed, and notifies regulators and clients where required.
Investigate
A fair, thorough investigation focused on understanding what happened and why — not on blame.
Learn & act
Actions are agreed, owned and tracked to completion — changes to training, procedures or equipment where needed.
Share the learning
Lessons are shared with crews and clients so the whole organisation improves.
We love feedback
Compliments, suggestions and complaints all help us improve. Every complaint is taken seriously, investigated fairly, and acknowledged within five working days.