Although our Norfolk contract may have now ended, we are proud to share the recent assessment from the Care Quality Commission (CQC), which rated the service as ‘Good’ overall. This outcome is particularly meaningful as the inspection took place just weeks before the contract was due to be handed over, demonstrating our team’s unwavering commitment to delivering high-quality care right to the end.
Although the report was only recently published and is not prominently displayed on the CQC website (because the location officially closed in October 2024), it affirms what we at EMED value most: kind, compassionate care, a positive learning culture and a strong commitment to safety, dignity and responsibility.
Caring, Compassionate and Patient-Focused
Feedback from service users consistently highlighted how they were treated with kindness, empathy and respect. Our teams worked diligently to support individual preferences, protect privacy and provide timely, person-centred care.
A Culture of Learning and Support
Staff told CQC inspectors they felt empowered to speak up and contribute to a culture where learning is shared openly and support from managers is consistent. Regular updates, noticeboards and open communication helped maintain high standards across the service.
Safeguarding and Safety as Standard
CQC inspectors praised our robust safeguarding procedures, highlighting staff’s confidence in their responsibilities, access to annual training, and use of 24/7 reporting lines. Oversight from local and regional leaders ensured incidents were managed quickly and effectively, always with safety as the priority.
Strong Leadership and Collaboration
Leadership was recognised as visible, knowledgeable and responsive. Staff and managers shared a clear vision of listening, learning and trust. Risks and incidents were addressed transparently with commissioners, with lessons learned feeding directly into service improvement.
A Legacy of Values-Driven Care
While the Norfolk contract has ended, we’re proud that the CQC’s findings are a reflection of EMED’s values in action. This inspection result is not just about one location, it demonstrates EMED Group’s ethos at work: putting people first, learning continuously and delivering safe, reliable patient transport, no matter the circumstances.
The feedback from staff, patients and partners confirms that even during periods of change, our commitment and values stand strong.
Read the full report below:
