At EMED Group, we believe that learning, development and continuous improvement are the foundation of exceptional patient care.

In this, the second edition of the OWL Newsletter, we’re excited to share the latest initiatives within our Patient Care division. From enhancing safeguarding measures and improving accessibility to streamlining feedback and refining safety protocols, each story highlights our commitment to evolving as a service that puts patients first.

Supporting Patients Through Better Safeguarding: Launching Our Incident Reporting Line

At EMED Group, safeguarding is central to our commitment to delivering the highest standards of patient care. Recognising that transport can be a critical part of a patient’s healthcare journey, we have launched a dedicated Incident Reporting Line to enhance our safeguarding efforts and provide additional support for patients and colleagues.

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A Safe, Confidential Space for Reporting
This new service, based at EMED’s Shrewsbury call centre, is staffed by a specialised team trained in handling safeguarding concerns. The line ensures that any safeguarding issue reported during patient transport is addressed promptly and thoroughly. The team offers reassurance and guidance while ensuring every report is taken seriously and investigated appropriately.

Raising Awareness of Unconscious Bias
EMED Group is working to raise awareness of unconscious bias among our colleagues to further strengthen safeguarding practices. We will deliver educational sessions to help Ambulance Care Assistants (ACAs) and other staff recognise and address biases that could inadvertently impact decision-making during patient interactions. By fostering a culture of empathy and inclusion, we aim to ensure that every patient is treated with dignity and respect, regardless of their background or circumstances.

Expertise in Safeguarding
This new team’s role extends beyond managing incidents – they provide additional support for vulnerable patients and adopt a collaborative, wraparound approach to ensure patient safety and well-being remain the top priority.

Through these initiatives, EMED Group continues to build on its commitment to safeguarding and delivering compassionate, patient-centred care that supports individuals throughout their healthcare journey.

Making Information Accessible to All

At EMED Group, we are working to align with the Accessible Information Standard (AIS), ensuring that patients with communication needs can access our services and information effectively.

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Key Actions:

  • Easy Read Training: Our staff are trained to create clear, simple materials using visuals and plain language, helping patients with learning disabilities better understand important information.
  • Relay Service: We’ve implemented BT’s Relay UK Service in our call centres to support patients with hearing or speech difficulties, providing easier text or video-based communication.
  • Website Accessibility Widget: Our website now features an accessibility widget, enabling users to adjust text size, contrast, and font styles for improved navigation.
  • Plain Text Communications: All EMED communications, including website content and emails, are available in plain text to ensure clarity and inclusivity.

These measures are part of our commitment to removing communication barriers and creating an inclusive service for all.

Learning from a Close Call

In April 2024, an ambulance caught fire in Staffordshire while the crew was off-loading a patient. While no one was injured, it was clear a near-miss event that could have had very serious consequences. A number of actions and learnings were undertaken following the incident.

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This included an independent fire scene investigator being commissioned to complete a full factual investigation including confirming the probable cause and recommendations. This was supplemented by a full internal investigation by our Quality Team looking at the actions the crews and management took before, during and after the event.

Ultimately, the fire was deemed to be accidental, with the ignition being a fault with the 12V internal battery, and the crews were commended for their actions. However, a number learnings were identified and actions have been taken to ensure they have been learned across the business:

  • An additional check has been added to our 13-week safety inspections by a trained mechanic to ensure a physical visual inspection of the battery is completed to check for any wear and tear.
  •  Emergency Response Protocols: The incident has become a case study to help train staff about the principals and appropriate actions to take during an emergency.
  • Communication with Passengers and the Public: While our colleagues took immediate action, the event highlighted the importance of clear communication with patients, their families and the public when an incident occurs. We have reviewed our communication procedures to ensure that, in an emergency, there is a clear plan for notifying the relevant authorities and affected individuals as swiftly as possible.

Training Managers on Sexual Harassment Prevention

At EMED Group, we are committed to fostering a respectful and inclusive workplace. To support this, we have introduced a mandatory Toolbox Talk on the Prevention of Sexual Harassment, which follows the launch of our new policy and training for managers that began in October 2024.

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Key Steps:

Manager Training: All managers must complete bitesize training on sexual harassment prevention before delivering the Toolbox Talk to their teams. This ensures they are equipped to guide discussions and uphold the organisation’s standards.

Toolbox Talk for Staff: The talk engages all colleagues in conversations about preventing harassment, reinforcing everyone’s responsibility in maintaining a safe and respectful environment.

Leadership Role: Managers play a critical role in leading by example and ensuring that team members understand how to raise concerns and access support.

This initiative strengthens our commitment to creating a workplace culture where harassment is not tolerated and every colleague feels supported.

Workshops with Healthwatch

At EMED Group, we’re working with Healthwatch Suffolk under our SNEE contract to gather feedback from patients, carers and the public. These workshops have provided valuable insights to help us improve the accessibility, efficiency and patient-centred approach of our transport services.

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Key Areas of Focus:

Accessible Communication: Patients highlighted the need for clear guidance on accessing our services and understanding what to expect. We’re using this feedback to make our communication more straightforward and inclusive.

Reducing Waiting Times: Renal patients, in particular, stressed the need for quicker transport after treatment. We are reviewing scheduling and processes to prioritise timely pickups for vulnerable groups.

Enhancing the Patient Experience: Patients praised our drivers for their care and professionalism. At the same time, we’re working to improve real-time communication, ensuring patients are updated on any delays.

These workshops reinforce our commitment to listening, learning and continuously improving our services to better meet the needs of patients in our care.

Automating Medicine Stock on HDU Vehicles

At EMED Group, we are planning to introduce an automated system to improve the management of medicine stock on our High Dependency Unit (HDU) vehicles. This system aims to streamline processes, enhance efficiency and ensure that vehicles are consistently prepared to meet complex medical needs.

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The Opportunity

Currently, managing medicine stock relies on manual checks and tracking, which requires significant time and effort. By automating this process, we can reduce administrative tasks and improve readiness across our HDU fleet.

The Planned Solution

The new system will:

  • Track medicine levels in real time.
  • Monitor expiry dates and generate replenishment alerts.
  • Reduce waste by optimising stock levels.

Benefits

This system will allow our teams to focus more on patient care while ensuring HDU vehicles are always well-equipped. It also supports sustainability efforts and provides valuable data insights to refine processes further.

Our goal is to continuously improve our services and this initiative reflects our commitment to innovation and patient-centred care.

A Thematic Review of Wheelchair Use

At EMED Group, we’re committed to improving patient transport by acting on feedback. One recent focus has been the use of wheelchairs during transport, following valuable patient input and a few reported incidents.

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Key Findings and Actions
In collaboration with our Training, Quality, and Governance teams, we conducted a review to identify patterns and areas for improvement. Two main themes emerged:

Hospital Wheelchairs:
These are designed for indoor use only and are not suitable for transport. To prevent misuse, new guidelines now restrict their use to hospital premises.

Ambulance Ramp Safety:
We’ve introduced a strict requirement to always use the ambulance winch when moving patients in wheelchairs on ramps. This ensures safety for both patients and staff by eliminating the risks of manual handling on ramps.

The Evolving EPRR Framework

Preparedness is central to providing effective care in challenging situations. At EMED, we are committed to meeting the Emergency Preparedness, Resilience, and Response (EPRR) framework, which of course sets standards for managing NHS emergencies and major incidents.

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What Is EPRR?
The EPRR framework ensures NHS services can plan, respond to and recover from major incidents such as extreme weather or health crises. It is essential for maintaining continuity of care during emergencies.

Progress Towards Substantial Compliance
Over the past year, we have moved from under-compliance to substantial compliance with the EPRR framework. This has been achieved through:

  • Enhanced Training
    We’ve introduced scenario-based training to prepare teams for real-life emergencies, ensuring they have the skills to respond effectively.
  • Strengthened Governance
    By refining policies, procedures, and reporting mechanisms, we’ve created a robust framework that aligns with NHS standards and supports accountability.
  • Ongoing Collaboration
    Working closely with NHS commissioners and stakeholders, we’ve built a framework that meets compliance requirements and incorporates best practices.

Our continued focus on training, governance and collaboration ensures we’re ready to support patients and communities in any emergency.

In other news…

There are always lots of exciting things happening at EMED Group – from launching new services for our communities to announcing new contract areas and delivering innovation in our health and care services across the Group. Here are just some of the headlines you might have missed:

Sharing the highlights: A successful 2024 at EMED Group
As we begin the new year, we’re proud to share the milestones we’ve achieved across all four divisions in 2024, all dedicated to enhancing health and care services in our communities. Read more

Making a Difference Through Community Care: Supporting SEND Families
EMED Community Care is providing a lifeline for families with SEND Children. A recent film shows how the team are making a real difference. Read more

EMED Group Adopts Cutting-Edge AI Fleet Management Technology
EMED Group has embarked on a transformative journey by integrating Webfleet, an advanced fleet management solution, into its operations. Read more

Patient Care Secures New Contract With NHS Fife
EMED Group is proud to announce the successful renewal of our GP Out of Hours Service contract with NHS Fife for another three years. Read more

Enhancing Communication and Ensuring Patient Safety with Innovative Flashcards
One of our latest initiatives is the rollout of new flashcards designed to effectively engage with patients who find it difficult to communicate verbally. Read more

Safe Care Trio Assists in Preventing a Suicide in Leeds
Three dedicated team members of EMED Group’s Safe Care division, showed remarkable courage, empathy and composure when faced with a potentially tragic situation. Read more

EMED Safe Care Secures Continued Partnership with CNTW NHS Foundation Trust
EMED Safe Care is thrilled to announce our continued partnership with Cumbria, Northumberland, Tyne and Wear (CNTW) NHS Foundation Trust, reaffirming our commitment to delivering safe and compassionate transport across the region. Read more

EMED Group Introduces New Care Plans to Enhance Safety for Vulnerable Patients
Following an incident in the East of England, EMED has introduced more comprehensive care plans designed to enhance the safety and well-being of vulnerable patients during their journey. Read more