DHL PTS Ponders End

Updated 23 April 2025

Date of assessment 30 September to 02 October 2024
DHL Ponders End Patient Transport Services (PTS) is an Independent Health (IH) Patient Transport Service and supports the NHS by transporting people. We carried out a comprehensive assessment due to aged ratings and whistleblowing activity. We spoke to stakeholders, people who had used the service, staff at commissioning Trusts and DHL PTS staff. We found vehicles were not always clean, or equipment well maintained. Stock to keep people safe was not stored hygienically or always available. Staff were not consistent on what a deteriorating patient looked like, what to do and could only access a printout of a policy on request of a supervisor. Staff did not feel they could raise concerns that would be listened to. Peoples’ journeys to appointments were overall timely, but return journeys were sometimes late and even cancelled. Leaders did not always engage with staff effectively. There was a lack of effective oversight on Infection Prevention Control (IPC), vehicle equipment, staff engagement and stock provision. Confidential records were not always stored securely. The service did not have systems and processes in place for safe and effective recruitment. However, we found the service’s systems, processes and staff risk assessed people to ensure they were transported safely. Staff understood what safeguarding was and what to do. The service assessed and planned peoples’ journeys to appointments effectively. Complaints were investigated in a timely way and shared with Partners. Staff received relevant and mandatory training to keep people safe. Staff worked collaboratively to transport people to appointments. Staff were caring, treated people with kindness, compassion, dignity and as individuals. People could give feedback in different ways. Vehicles were roadworthy and were regularly maintained.
We found breaches of regulations 12, 17 and 19.

Updated 10 April 2024

Date of assessment 30 September to 02 October 2024

DHL Ponders End Patient Transport Services (PTS) is an Independent Health (IH) Patient Transport Service and supports the NHS by transporting people. We carried out a comprehensive assessment due to aged ratings and whistleblowing activity. We spoke to stakeholders, people who had used the service, staff at commissioning Trusts and DHL PTS staff. We found vehicles were not always clean, or equipment well maintained. Stock to keep people safe was not stored hygienically or always available. Staff were not consistent on what a deteriorating patient looked like, what to do and could only access a printout of a policy on request of a supervisor. Staff did not feel they could raise concerns that would be listened to. Peoples’ journeys to appointments were overall timely, but return journeys were sometimes late and even cancelled. Leaders did not always engage with staff effectively. There was a lack of effective oversight on Infection Prevention Control (IPC), vehicle equipment, staff engagement and stock provision. Confidential records were not always stored securely. The service did not have systems and processes in place for safe and effective recruitment. However, we found the service’s systems, processes and staff risk assessed people to ensure they were transported safely. Staff understood what safeguarding was and what to do. The service assessed and planned peoples’ journeys to appointments effectively. Complaints were investigated in a timely way and shared with Partners. Staff received relevant and mandatory training to keep people safe. Staff worked collaboratively to transport people to appointments. Staff were caring, treated people with kindness, compassion, dignity and as individuals. People could give feedback in different ways. Vehicles were roadworthy and were regularly maintained.

We found breaches of regulations 12, 17 and 19.