How we are governed
How we are governed
At Arriva Transport Solutions we are committed to ensuring patients receive high quality care while also providing an environment in which we can continuously improve how we deliver our services. Our commitment to quality focuses on three main areas:
- Providing a safe environment for patients and staff
- Delivering our services in an effective way
- Creating a positive patient experience
The is co-ordinated by a Quality and Standards Team, led by a Director of Governance and Quality.
The role of the Quality and Standards team is to provide leadership and support to our operational teams in delivering excellence in quality, and actively monitor our services in line with contractual, legislative and regulatory requirements including those of the Care Quality Commission.
We focus on the three elements of quality within healthcare; safety, effectiveness and creating a positive patient experience.
The Care Quality Commission (CQC) is the independent regulator of health and social care in England. They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve.
The CQC also monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and publish details, including a performance rating on each service. Inspections by CQC inspectors can be announced or unannounced and CQC continuously collect data on the quality of our service.
Arriva Transport Solutions are registered with the CQC and you can find details of our registration with the CQC on their website, and our performance ratings are displayed below:
Working with our stakeholders
We work closely with our customers to regularly report on our performance and quality standards.
For example we meet frequently with quality leads within Clinical Commissioning Group (CCGs) and provide regular reports to show assurance to those who commission our services that we ensure the service we provide meets the quality standards expected of a healthcare provider.
We are fully committed to safeguarding and promoting the welfare of vulnerable adults and children and all of our staff and volunteers share that commitment.
We have a moral and statutory responsibility to report any incident where there are grounds to suggest that a vulnerable adult or child is at risk of or likely to suffer abuse or where there are concerns about an individual’s circumstances.
In line with government policies and guidance such as the Care Act 2014 and ‘Working Together to Safeguard Children 2015’, ensures that any concerns are referred to the relevant agency for appropriate action to be taken.
We have developed safeguarding policies and procedures which offer both practical processes and guidance to allow our staff to raise concerns regarding the welfare of a vulnerable adult or child which are then reported to the appropriate agency.
All staff receive safeguarding training during their induction as well as further training appropriate to their role.
The Prevent Strategy is a cross-Government policy that forms one of the four strands of CONTEST – the Government’s counter terrorism strategy. With over 1 million contacts with patients every 36 hours, the NHS, together with its provider partners, is key to the support and delivery of the Government’s Prevent Strategy.
Prevent has 3 national objectives:
- Objective 1: respond to the ideological challenge of terrorism and the threat we face from those who promote it.
- Objective 2: deter people from being drawn into terrorism
- Objective 3: work with sectors and institutions where there are risks of radicalisation which need to be addressed
ATSL is fully committed to implementing the Prevent agenda. The Prevent agenda will ensure that:
- ATSL staff know how to safeguard and support vulnerable individuals whether service users or staff, who may be at risk of exploitation by radicalisers who promote violence
- Appropriate systems are in place within ATSL for staff to raise concerns if they think this form of exploitation is taking place
- ATSL promotes and operate safe environments where at risk adults are protected from exploitation
Infection Prevention and Control (IPC)
The prevention and control of infection is recognised as the responsibility of every single member of staff, especially those delivering direct patient care. We are committed to providing a safe, clean and hygienic environment. This commitment is supported by a robust policy and procedures for infection control in line with the Department of Health approved code of practice.
Our work includes:
- Developing and regularly reviewing a range of procedures based upon current guidance and with the support of our IPC specialist. These include procedures for the transport of patients with known or suspected infections and the procedures for the ongoing cleaning of vehicles and equipment
- The provision of regular training for all staff in infection prevention and control
- Liaising with other organisations, for example hospital trusts, Public Health England and the Department of Health, in the development of guidance and procedures associated with infection prevention and control measures
- Inspecting, auditing and reporting on infection prevention and control practices across all areas of our business.
As a responsible provider of non-emergency patient transport we have to ensure that all information is dealt with legally, securely, efficiently and effectively. This includes the personal and sensitive information of patients and employees as well as organisational information.
In addition to the company's safeguards, patients’ personal data is protected in the UK by the Data Protection Act. This provides amongst other things that the data we hold should be processed lawfully and fairly. It should be accurate, relevant and not excessive. The information should be kept up to date, where necessary, and not retained for longer than is necessary. It should be kept securely to prevent unauthorised access by other people.
Paul Willetts, ATSL director of Governance and Quality, is our Caldicott Guardian. This gives Paul responsibility for protecting the confidentiality of patient and service-user information and enable appropriate information sharing.
Equality and Diversity
As part of our commitment to equality, diversity and human rights we work to ensure our staff, patients and communities are treated fairly and with respect.
Equality ensures people have equal experience and opportunity.
Diversity recognises that we are all unique individuals and values those differences.
Human Rights are the basic rights and freedoms that belong to us all.
We ensure that our principles are embedded in the way we work and within legal frameworks to prevent discrimination.
Modern Slavery Statement
Please click here to view our Modern Slavery Statement.