Patient transport service in Norfolk rated inadequate
The Care Quality Commission found leaders at HTG-UK East - Norwich, hadn’t given frontline staff the training needed to keep people safe
Last updated 26th Mar 2026
Safety concerns have been raised by the Care Quality Commission (CQC) at a patient transport service in the county, which has been rated inadequate.
Inspectors say a lack of training meant people with complex needs might not get the right support from HTG-UK East - Norwich - run by the Health Transportation Group (UK) Limited - if their condition deteriorated.
But HTG-UK says the CQC chose 'hearsay over hard evidence' and the report contains 'factual inaccuracies', adding that it does provide a 'safe, compassionate and reliable transport service'.
This was CQC’s first inspection of the transport service, which supports patients throughout the Norwich and Waveney districts.
Carolyn Jenkinson, CQC deputy director of hospitals in the East of England, said:
“When we inspected this service, we were concerned to find leaders hadn’t given their frontline staff the training and support they needed to keep people safe. Staff did their best to meet people’s needs but they were undermined by poor management.
“Many staff didn't have training beyond basic first aid, despite transporting people with complex or higher-risk needs. This meant they might not quickly recognise and act if someone's condition began deteriorating.
“Additionally, the control room didn’t always share essential information about people’s needs with frontline staff, contributing to further risks and frequent delays. We saw that frontline staff were kind and personalised people’s care where possible but often lacked the information to do so.
“Many staff also lacked training in key areas such as safeguarding, care for autistic people or people with a learning disability, or care for people with mental health needs.
“For example, some staff described feeling under-prepared when they had to restrain a distressed person detained under the Mental Health Act. While they did so to protect them, they weren’t adequately trained to do so safely, which was dangerous to both that person and themselves.
“Staff told us they’d raised their concerns to management but weren’t listened to. We found the management wasn’t properly investigating when things went wrong or people complained, nor were they learning from those incidents to improve the service in future. Staff have important information to share that can keep people safe. It’s vital the leadership tackle this as a priority.
“We’ve shared our findings with the management and told them exactly where improvements must be made. We’ll continue to monitor this service closely to ensure these are made promptly and people are cared for safely in the meantime.”
Formal complaint lodged with the CQC
Responding to the report Neil Berry, CEO of HTG-UK, said “HTG-UK is a trusted partner of the NHS and provides a safe, compassionate and reliable transport service to patients throughout the Norwich and Waveney districts as well as in other UK regions."
He described the report as 'rogue' and said it painted 'a false and distorted picture.'
Neil Barry said: "We have grave concerns relating to the inspection process, the report and its findings.
"The CQC inspectors chose hearsay over hard evidence and their wider organisation has failed to adequately address our challenges to the accuracy of the report.
"Despite our full co-operation, the CQC has published a distorted report which contains over 30 factual inaccuracies and other serious misrepresentations.
"As a company that always strives for continuous improvement, we are never complacent. But this inspection report paints a false and damaging picture.
"I would like to assure the many vulnerable patients who rely on us, that we will continue to provide a safe, professional and compassionate service.
"We have lodged a formal complaint with the CQC's Chief Executive and we are also considering legal action against the agency.”