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Inspectors find G4S patient transport staff to be ‘caring and respectful’

The Care Quality Commission (CQC), has today published an inspection report on G4S's non-emergency patient transport services

The Care Quality Commission (CQC), the independent regulator of all health and social care services in England, has today published its report following a recent inspection of G4S's Patient Transport Services.
Inspectors found that staff supported patients in a ‘caring and respectful’ way at all times and call handlers consistently dealt with callers with compassion. G4S’s clear governance process meant that risks were effectively mitigated. The report also recognised that G4S had shown performance improvements within its contracts and routinely monitored quality and performance in order to improve the service.  Patients reported feeling safe in the service saying G4S staff were kind and helpful at all times.

The inspection reviewed seven G4S contracts across London and the South East of England, including in Kent and Medway, where G4S operates several types of non-emergency patient transport vehicles, including traditional ambulances and vehicles accessible for wheelchair users. 

At the time of inspection, the number of staff who had received training in areas such as safeguarding, the mental capacity act and duty of candour was below expected levels.  The report recognised that G4S had proactively addressed the issue and implemented an action plan to ensure all staff received the necessary refresher training by the end of January 2018. 

G4S Patient Transport Services Managing Director, Russell Hobbs said: "Today’s report reflects the improvements that we have made in our patient transport services.    We recognise that there is always room for improvement and we have taken steps to ensure that all staff are trained to our high standards by the end of January.”  

“From July 2016-July 2017, G4S Patient Transport Services completed a record 950,192 journeys, and we received 484 complaints, which is less than half a percent of the total patient journeys taken. However we take every complaint seriously and thoroughly investigate each concern that is raised to ensure the best quality service for our patients.”

NHS West Kent Clinical Commissioning Group Accountable Officer, Ian Ayres, said: “We are pleased that the CQC report has recognised a number of strengths with the service for Kent and Medway patients, and that G4S has confirmed its commitment to make improvements where necessary.”


Notes to editors

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