Culture of "bullying and abuse" at East of England Ambulance Service

The Care Quality Commission (CQC) has found poor leadership has fostered bullying and abuse within the East of England Ambulance Service NHS Trust.

CQC inspected the trust between 25 June and 15 July 2020 after receiving information from whistle blowers about the safeguarding of patients and staff from sexual abuse, inappropriate behaviour and harassment.

Ted Baker, England’s chief inspector of hospitals, said: “The trust’s leaders did not adequately promote the wellbeing of their patients and staff because their processes did not enable problems to be identified and addressed. Leaders did not have oversight of the challenges they faced, and some senior managers did not have the right skills and abilities for their roles.

“Some leaders adopted a combative approach which deterred staff from speaking out, including on serious issues such as safeguarding and abuse. This fuelled a negative culture, where bullying was normalised, and put patient and staff safety at risk.

“Following the inspection, we reported our findings to the trust so its leaders know what they must address. We used our enforcement powers, to keep people safe, and made a referral to the EHRC.

“I have also recommended that the trust enters special measures, so that it can receive the support it needs. NHS E/I has already begun to put some of this support in place to help the trust make the necessary improvements.

“We continue to monitor the trust closely. We will return to inspect it, to determine whether improvements have been made.”

CQC has told the trust it must make several improvements, including:

• Implementing effective systems to identify and assess safeguarding issues, and monitor staff Disclosure and Barring Service renewals

• Reviewing policies to deal with allegations made against staff

• Undertaking adequate pre-employment checks

• Ensuring the safety and effectiveness of subcontracted private ambulance services and their staff

• Actioning the findings of its review into inappropriate behaviours and implementing effective processes to manage concerns, grievances and disciplinaries

• Ensuring all required oversight and governance arrangements are in place

• Addressing long-standing concerns regarding bullying and harassment within the organisation.

The Chair of the East of England Ambulance Service, Nicola Scrivings said:

“Today’s report calls out where we need to improve and we will now do everything possible, as fast as possible, to make the improvements required.

“We are working closely with the CQC, NHS colleagues and other partners to take action right now to address these concerns and put this right for the long-term.

“The trust aims to provide outstanding quality of care and performance for patients and be an exceptional place to work, volunteer and learn. In a message to staff today, the executive team has again reinforced its commitment to listen to and support anyone who raises concerns.

“It is clear from the CQC staff survey that the majority of staff at the Trust are proud to work for EEAST. The role of the leaders is to make sure every member of the team feels that pride, with the support and culture they deserve.”