Managers monitored the effectiveness of the service. Managers ensured staff were competent for their roles. Staff provided good care and treatment and assessed patients’ food and drink requirements.Staff collected safety information and used it to improve the service. The service managed safety incidents well and learned lessons from them. Staff assessed risks to patients, acted on them and kept good care records. The service controlled infection risk well.

Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service had enough staff to care for patients and keep them safe.This was the first time we inspected the service. We carried out an inspection of OnCue Transport Limited using our comprehensive methodology on 16 November 2022 to 22 November 2022. This was our first inspection of the service since it was registered. The provider does not transport any children, bariatric patients, palliative patients requiring medical support or patients detained under the mental health act using secure transportation. The service had a registered manager in post at the time of our inspection. The service was previously registered since, under the name of Q Despatch (West) Limited. The provider was registered on 22 September 2022 to carry out the regulated activity ‘transport services, triage and medical advice provided remotely’. The provider directly employs 30 members of staff including administration workers, control room staff, fleet management staff, and senior managers. OnCue Transport Limited has 160 driver companions who are subcontracted to the service.

Each vehicle is configured to carry both walking, wheelchair transferable patients and wheelchair bound patients, as well as escorts when required. Oncue Transport Limited has a fleet of 166 single man crew vehicles. They undertake approximately 4500 journeys per week. They are a sub-contractor organisation, and take transport bookings directly from partner organisations. OnCue Transport Limited provides non-urgent, planned transport for adults with a medical need who need to be transported to and from NHS services.

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