Updated 23 January 2026
We carried out this comprehensive inspection on 8 and 16 October 2025. At this inspection we assessed all quality statements in all key questions under our Single Assessment Framework (SAF) and this has resulted in an overall rating of good. First4care is a Patient Transport Service. As part of the inspection process we spoke to staff and patients, assessed vehicles and reviewed staff records.
Updated 20 October 2025
We carried out this comprehensive inspection on 8 and 16 October 2025. At this inspection we assessed all quality statements in all key questions under our Single Assessment Framework (SAF) and this has resulted in an overall rating of good. First4care is a Patient Transport Service. As part of the inspection process we spoke to staff and patients, assessed vehicles and reviewed staff records.
Safe:
The service had a learning culture and patients could raise concerns. Managers investigated incidents thoroughly. Patients were protected and kept safe. Staff understood and managed risks. The facilities and equipment met the needs of people, were clean, well-maintained and any risks were mitigated. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well.
Effective:
Staff assessed patients’ needs. Staff reviewed assessments, taking account of people’s communication, personal and health needs. Care was based on the latest evidence and good practice. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved people in decisions about best interests where they did not have mental capacity.
Caring:
People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way. The service supported staff wellbeing.
Responsive:
People were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
Well-led:
Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. People with protected characteristics felt supported. Staff understood their roles and responsibilities.