Elite EMS Headquarters

Updated 29 May 2025

Elite Emergency Medical Services is a large independent ambulance service. There is a headquarters and operations centre in Tamworth, Staffordshire, with several other ambulance bases known as Make Ready Centres (MRC) across the country.

They provide emergency ambulances responding to 999 calls in the east midlands, and central southern England on behalf of the NHS.

Cover to events and patient transport services are also provided, but while this is within the scope of registration, it was outside of the scope of this focussed inspection.

The registered manager has been registered with the CQC since 2018.

This assessment was in response to concerns raised about the service. These were in respect of the condition and availability of medical devices, consumables and medicines as well as concerns expressed about a poor culture in the service. This was shortly after the provider had purchased an ambulance service located in central southern England and staff being subject to the Transfer of Undertakings (Protection of Employment) Regulations 2006, (TUPE).

On site assessment visits took place during June and July 2024 and we visited the headquarters in Tamworth as well as MRCs in Aylesbury and Basingstoke. We also visited type 1 accident and emergency departments in Nottingham, Leicester and Aylesbury to speak to as many members of staff as possible.

While we found someproblems with equipment and consumables we were reassured by the openness of the senior leadership team and that significant progress had been made in resolving them.

Similarly, we were made aware from both staff and managers that there had been issues during the takeover of services and that difficult managerial decisions had been made that were not popular with all staff and some had left.

Our overall finding was that the management and governance processes were operating effectively and that there was a positive approach to staff welfare including the provision of an effective freedom to speak up regime.

Updated 7 June 2024

Elite Emergency Medical Services is a large independent ambulance service. There is a purpose-built operation centre in Tamworth, Staffordshire, with several other ambulance bases known as Make Ready Centres (MRC) across the country. They provide emergency ambulances responding to 999 calls in the east midlands, and central southern England on behalf of the NHS. Cover to events is also provided, but while this is within the scope of registration, it was outside of the scope of this focussed inspection.

The registered manager has been registered with the CQC since 2018.

This assessment was carried out in response to concerns raised about the service. These were in respect of the condition and availability of medical devices, consumables and medicines as well as concerns expressed about a poor culture in the service. This was shortly after the provider had purchased an ambulance service located in central southern England and staff being subject to the Transfer of Undertakings (Protection of Employment) Regulations 2006, (TUPE).

On site assessment visits took place during June and July 2024 and we visited the headquarters in Tamworth as well as MRCs in Aylesbury and Basingstoke. We also visited type 1 accident and emergency departments in Nottingham, Leicester and Aylesbury so as to speak to as many members of staff as possible.

While we found minor problems with equipment and consumables we were reassured by the openness of the senior leadership team and that significant progress had been made in resolving them.

Similarly, we were made aware from both staff and managers that there had been issues during the takeover of services and that difficult managerial decisions had been made that were not popular with all staff and that some had left.

The overall finding was that the management and governance processes were operating effectively and that there was a positive approach to staff welfare including the provision of an effective freedom to speak up regime.

Updated 21 June 2022

We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. The service mostly managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
• Staff provided good care and treatment. The service met agreed response times. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients and supported them to make decisions about their care.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

• While the processes to report deaths and significant events were appropriate for private patients for NHS patients they passed the responsibility to the commissioning ambulance service
• While the processes to support the duty of candour were appropriate for private patients for NHS patients they passed the responsibility to the commissioning ambulance service.
• The guidance for dealing with unresolved complaints did not reference the Health and Public Service Ombudsman and incorrectly stated that the CQC could deal with complaints.