The Care Quality Commission has rated UCS Medical, an independent ambulance service in St Helens, Merseyside, as inadequate and taken enforcement action against the organisation.
An inspection of its patient transport services, carried out in September and October last year after concerns were raised, found breaches of regulation related to safe care and treatment, management of the service, and employment of appropriate persons. Three warning notices have been issued.
Inspection findings
The CQC found that the service did not manage infection risks well, with precautions to reduce spread not in place. Systems to ensure patients were collected and transferred to the right location were inadequate, putting people at risk of being taken to the wrong destination, causing distress, delays, and potentially leaving them without needed care.
Staff told inspectors they did not always feel able to provide feedback or raise concerns, and some felt their concerns were ignored or dismissed. Some staff also lacked confidence in identifying or responding to safeguarding concerns.
Leadership and staffing concerns
Gill Hodgson-Reilly, CQC deputy director of hospitals in the north west, said: “When we inspected UCS Medical patient transport services, we found a lack of adequate oversight from leaders, and staff told us they didn’t feel supported or valued which impacted on the quality of care they were providing to people. Our experience tells us that when a service isn’t well-led, they are less likely to be able to provide good care which is what we found here.
“It was concerning that there wasn’t enough staff with the right qualifications, skills, or experience to keep people safe and provide the right care and support. Also, staff told us leaders had invited them to work for UCS Medical, but they hadn’t formally applied or had an interview which was against the organisation’s policy. This could potentially compromise the safety and welfare of those receiving care.
“Inspectors also found that vehicles and equipment didn’t consistently meet people’s needs, as the service didn’t always keep them clean or well-maintained. For example, staff had repeatedly raised concerns about vehicle safety, including an incident where someone was delayed during their journey due to a known engine problem that had been ignored by managers.
“However, it was positive to hear that staff listened to people and understood their needs and wishes. They also responded to people’s requirements in the moment and ensured they minimised any discomfort or distress.
“We’ve shared our findings with the service and issued warning notices to focus their attention on the most urgent concerns. We’ll continue to monitor it closely to ensure people are kept safe.”
UCS Medical response
UCS Medical acknowledged the findings, noting the inspection followed concerns raised through the CQC's whistleblowing process. The organisation said the inspection took place during a challenging period, including serious ill health affecting a senior leader, which impacted leadership capacity and operational oversight.
It said substantial improvements have been made since, including restructuring leadership, governance, and operations, and strengthening recruitment, infection prevention, safeguarding, vehicle management, staff engagement, and quality assurance. It confirmed compliance at the end of January 2026 and said it has not yet received further engagement from the CQC, but remains ready to provide evidence of progress.
