Ambulance service pledge to improve after damning inspection revealed bullying and abuse

Today’s Care Quality Commission report revealed the Trust has not addressed some long-standing concerns around culture, leadership and governance, raising issues including bullying and abuse which put patients at risk.

The service covers Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire, including Peterborough.

The Chair of the East of England Ambulance Service, Nicola Scrivings said: “Today’s report calls out where we need to improve and we will now do everything possible, as fast as possible, to make the improvements required.

“We are working closely with the CQC, NHS colleagues and other partners to take action right now to address these concerns and put this right for the long-term.

“The trust aims to provide outstanding quality of care and performance for patients and be an exceptional place to work, volunteer and learn. In a message to staff today, the executive team has again reinforced its commitment to listen to and support anyone who raises concerns.

“It is clear from the CQC staff survey that the majority of staff at the Trust are proud to work for EEAST. The role of the leaders is to make sure every member of the team feels that pride, with the support and culture they deserve.”

Since the inspection during June and July this summer, the Trust has:

updated safeguarding policies; now using new procedures to record, manage and audit concerns

increased support and mentoring for staff raising concerns and clearer routes for mental health support identified;

introduced more robust complaints procedures to ensure effective investigations and lessons are learned systematically.

During the next month the Trust will:

increase the visibility of the Freedom to Speak Up Guardian and encourage staff to speak up

introduce campaigns to encourage positive cultural change and behaviour

survey all staff on their experience of the Trust’s culture including inappropriate behaviour.