Arriva Transport Solutions

Arriva Transport Solutions

Arriva Transport Solutions (ATSL) is a specialist non-emergency patient transport provider carrying out more than half a million patient journeys across the UK every year.

They have 459 employees and 217 ambulances operating from over 10 locations across the UK; working on the frontline as an Ambulance care assistants or being part of the a busy Control room.

Their dedicated and highly-trained staff uses the latest technology and a modern fleet of ambulances to ensure each journey is tailored to their patient’s individual medical needs, delivering care with care and compassion.

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The Challenge

Following a CQC inspection, opportunities for improvement were identified at ATSL regarding up-to-date safeguarding policies, staff training levels and safeguarding reporting /recording processes.

The Head of Quality and Standards Glen Curry was responsible for leading the action planning phase detailing the changes required against clear time scales.


The Head of Quality and Standards has been able to identify gaps and threats in respect of Safeguarding compliance, action plan timely responses to mitigate risks and make ATSL a safer organisation and safer environment for everyone using ATSL services.  He has also gained in his confidence and knowledge for strategically leading safeguarding for the organisation.

ATSL has up to date and compliant Safeguarding Polices with processes for responding to allegations. It also ensures that all staff have received and will continue to receive safeguarding training to the appropriate level either from Athena or internal trainers using the bespoke training packs.

Glen Curry commented, 
“The relationship we have developed with Athena has been invaluable in supporting our safeguarding strategy. 
The team at Athena quickly understood our requirements and worked with us to develop our arrangements. 
The materials they produced for us and the quality of their training was exceptional.”

The Athena Solution

Athena’s solution was to conduct a review of ATSL safeguarding processes, polices and training resources to identify a list of required actions matched with recent CQC advice.

Athena would guide ATSL through and build an Action Plan prioritising areas for immediate attention.

Action Planning

Athena recommended and provided support and advice to the Head of Quality and Standards to develop an action plan. This was done by providing an action plan toolkit and bespoke guidance.

Policies and Recording processes

Athena recommended an update of both the Safeguarding Children and Safeguarding Adults Policy and the Safeguarding Procedures for managing allegations against staff. 

It further recommended the development of a data spreadsheet for recording safeguarding concerns and a bespoke Safeguarding Concern reporting form.


Athena recommended that three levels of safeguarding training should be developed, Level 1, Level 2 for Ambulance Care Assistants and Designated Safeguarding Lead Training at Level 3 for ATSL safeguarding leads.  ATSL had a small team of trainers and recommended the most cost effective and sustainable method for training would be a ‘Train the Trainer’ model.  This model would provide consistent and bespoke level 1 and Level 2 training packs for delivery by in-house trainers with a targeted two-day ‘Train the trainer’ safeguarding course. Athena proposed that the higher level course (DSL L3) should be delivered by one of its experienced safeguarding trainers. 

The Outcome

Action Planning

Athena worked with the Head of Quality and Standards in the preparation and completion of a safeguarding action plan.  Ensuring that the areas identified by the CQC were prioritised and time scales for completion strictly maintained. 

Within 3 months all areas identified for change or review in the action plan had been achieved. A follow-up-inspection by the CQC praised the service for the improvements made in safeguarding arrangements.

Policies and Recording processes

Bespoke Policies and Procedures were produced for Safeguarding and Allegations Procedures which included a reporting pathway flowchart and the design of a Safeguarding Concern Reporting Form.

Athena reviewed the Safeguarding Policies and Allegations Procedures, updating and matching against new legislation and National guidance. E.g. Data Protection Act 2018.


Athena trainers delivered Designated Safeguarding Officer Level 3 training to those identified and required to perform the Safeguarding responsibilities for ATSL e.g. The Head of Quality and Standards as well as Desiganted Safeguarding Leads and ATSL internal trainers.

Athena designed two bespoke Training Packs for ATLSL to be delivered by their internal trainers, namely a level 1 and level 2 Safeguarding Children and Adults at risk course. The packs included:

  • Train the trainer information
  • A Training Programme
  • Trainers’ Script
  • Power Point Presentation
  • Materials for Exercises
  • Associated Handouts

ATSL internal trainers attended a two-day ‘Train the Trainer’ course to develop confidence and competence in delivering safeguarding training with the new ATSL Bespoke Training packs. 

A further DSO training course was later requested to be delivered to a group of newly appointed staff who were identified as requiring this level of training.

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