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Serving Community Needs

Care Quality Commission

HATS have been providing Non-Emergency Patient Transport Service for more than fifteen years and were one of the first independent ambulances organisations to register with the Care Quality Commission (CQC) in 2011.

The first HATS CQC inspection took place in 2012 and confirmed that we fully met the standards expected in the areas of “Care and welfare of people who use services”, “Safeguarding people who use services from abuse”, “Cleanliness and infection control”, “Supporting workers” and “Assessing and monitoring the quality of service provision”.

Our most recent CQC took place in early 2017 and looked at the 5 main questions for all healthcare providers

• Are they safe?
• Are they effective?
• Are they caring?
• Are they responsive to people’s needs?
• Are they well-led?

The latest CQC report can be found here:


Driver and Vehicle Standards Agency

With 150 operator vehicle discs, HATS are one of the largest providers of Home to School and Care Home transport in the UK.

Our fleet of Public Service Vehicles (PSV) range from standard 12 seat minibuses through to larger vehicles capable of accommodating up to six passengers at a time travelling in their own wheelchairs.

All vehicles are maintained to the highest standard, which is reflective of our current Green Operator Compliance Risk Score (OCRS).


Public Carriage Office

In our 2017 annual inspection, HATS had over 400 drivers registered with the Public Carriage Office (PCO), making us one of London’s largest providers.

We were graded as a Category 1 provider, meaning we had no areas of “Non-Compliance” and no actions were taken against us.

Areas inspected by the PCO include compliance with the PHV Act and supporting regulations including:

• Customer booking confirmation and overall booking process for all booking channels (including apps).
• Driver and booking records.
• Any new requirements set out in regulations changes.
• Vehicle records (insurance certificates are inspected and random checks are made against Motor Insurance Bureau records).
• Complaints and lost property records.
• Advertising (to ensure it complies with Section 31 of the PHV Act).
• Operator office documents such as public and employer liability insurance, display of operator’s licence and VAT registration