The compassionate, person-centred care provided by staff at South East Coast Ambulance Service (SECAmb) has been praised by the Care Quality Commission (CQC).

Inspectors recognised a number of significant improvements made by the Trust as it upgraded its ratings for its frontline 999 and call handling services.

The CQC also found clear evidence of progress made, with particular improvements in areas including staffing, safeguarding and the Trust’s learning culture.

SECAmb’s Urgent & Emergency Care service and Emergency Operations Centres (EOC) were both upgraded to ‘Good’ overall from ‘Requires Improvement’, following inspections carried out in September and November 2025.

The improved ratings are a clear sign of the progress being made through the Trust’s clinically-led strategy, including delivering safer care, ensuring patients receive the right care, in the right place, first time.

Inspectors highlighted a number of key strengths across the Trust’s EOCs. Staff were recognised as delivering compassionate and professional care during often distressing situations and there were robust systems in place for learning from incidents and patient feedback. Leaders were described as visible and approachable with inspectors also noting a strong organisational focus on equality, diversity and inclusion.

Inspectors found that the care provided by frontline ambulance teams was kind, compassionate and respectful with emotional and practical support tailored to patient’s individual needs. They also recognised good links between operational and educational teams which supported staff in receiving the clinical training and guidance they required. Medicine management was found to be safe and treatment was planned and delivered in line with current, evidence-based good practice.

SECAmb recognises there remains more to do to further strengthen the service it provides and address any areas of concern. As significant changes to its operating structure are embedded and their benefits realised, the Trust is committed to further improving the connection between senior leaders and frontline teams to ensure all colleagues feel involved in decisions.

SECAmb Interim Chief Executive, Jen Allan, said: “I am incredibly proud that the CQC has recognised the significant improvements we have made. This is an important moment for the Trust and a real reflection of the hard work, professionalism and commitment shown by colleagues every single day.

“The improvements are making a real difference for patients and communities and reflect the direction of our clinically-led strategy, which is helping us build a stronger, more responsive service focused on ensuring patients get the right care for their needs, first time.

“This is a positive step forward but we know there is still more to do. We are determined to build on our progress so that our teams are given everything they need to consistently provide the high-quality of service our patients deserve.”