When we visited the provider site we spoke with the managers who told us how the service operated. We were not able to speak with patients due of the nature of the service.

We saw that patients had commented on their experience of the service through various measures, for example, letters, emails, postcards and thank you cards.

We saw that there was a system in place to maintain equipment so that it was safe to use. The type of equipment available was appropriate and sufficient for the service’s purpose. Ambulances, equipment and reusable staff personal protective equipment were cleaned and stored appropriately.

We found that staff felt well supported by the team and received training appropriate for their role. One nurse told us that “I have two mentors to support me”.

We reviewed patient care records and saw they were completed appropriately. We saw certificates and documentation that demonstrated that the ambulances and medical equipment were checked, tested and maintained to a high standard. We saw records were stored securely to maintain confidentiality and prevent unauthorised access.

The service provides medical and first aid support to public events and has a range of four wheeled drive and emergency ambulances which are used for patient treatment. We were not able to speak to patients directly. The service was in the process of developing a 'patient feedback' plan which, we were told, would be implemented this year.

We looked at patient report forms from the service's most recent event in August 2012, which had been completed to describe the patient's assessment and treatment. We were told that the service had no plans to provide medical and first aid support to public events until June 2013.

We were unable to look at the recruitment records for more than one member of staff as the records were not available when we visited. We spent time speaking with the nominated individual and the registered manager about their plans to review record keeping procedures before the service next provided support to public events in June 2013.

We reviewed the procedures in place to manage infection control and the safe handling of medicines.

We asked for the contact details for event hosts that had used the service in 2012 so that we could establish how arrangements for medical and first aid support had been planned and delivered. We were not provided with this information.