Patients entrusted to our care can often feel very nervous and vulnerable. Our service is therefore founded on quality, patient experience and compassion.
We are committed to Compassion in Practice (Department of Health 2012) and the 6Cs which are:
Care – People who use our service (whether clinicians or patients) expect us to provide consistent, high-quality care
Compassion – Given through our establishing relationships based on empathy, respect and dignity
Competence – Possessing the technical skills and capabilities to give those in our care an excellent service every time
Communication – Listening skills and ability put our service users at ease in difficult and emotional circumstances for them
Courage – Doing the right thing for our service users, speaking up when we have concerns about instances of poor care
Commitment – To the everyone we serve and our promise to carry on improving
We make sure that, on collection, our service users are supported in a compassionate manner, dressed with dignity and appropriately for the weather conditions; that, if necessary, the house or other setting is safe and secure before it is left; and that attending members of our staff introduce themselves by name and take time to ensure each passenger is settled before setting off.
We regularly check, during the journey, on the welfare, comfort, and dignity of our passengers. We will, particularly on longer journeys, stop for comfort breaks as and when required, or to turn stretcher passengers who might otherwise suffer pressure sores.
We make sure that, on arrival, our passengers are either “handed over” to a responsible clinician or relative, or (if they will be alone in their home) that they are warm, comfortable and secure; and that they know what will happen to them next so that they feel they have had a very positive experience whilst in our care.