What is the Quality of Safety at i-HEART 365 Service - Extended Hours

Positive

"Privacy and dignity The service respected and promoted patients’ privacy and dignity."

Positive

"The service learned and shared lessons identified themes and took action to improve safety in the service."

Positive

"• All staff received uptodate safeguarding and safety training appropriate to their role."

Positive

"Track record on safety The service had an adequate safety record."

Positive

"• There was a strong emphasis on the safety and wellbeing of all staff."

Positive

"At this inspection we found: • The service had good systems to manage risk so that safety incidents were less likely to happen."

Positive

"• The service learned from external safety events and patient safety alerts."

Positive

"Leaders had oversight of medicine safety alerts incidents and complaints."

Positive

"• The provider conducted safety risk assessments."

Positive

"It had safety policies including Control of Substances Hazardous to Health and Health and Safety policies which were regularly reviewed and communicated to staff."

Positive

"Staff received safety information from the provider as part of their induction and refresher training."

Positive

"• There were comprehensive risk assessments in relation to safety issues."

Positive

"• There was a system for receiving and acting on safety alerts."

Positive

"• The service had a system in place that alerted staff to any specific safety or clinical needs of a person using the service."

Neutral

"This helped it to understand risks and gave a clear accurate and current picture that led to safety improvements."

Positive

"Staff took steps to protect patients from abuse neglect harassment discrimination and breaches of their dignity and respect."

Positive

"Kindness respect and compassion Staff treated patients with kindness respect and compassion."

Positive

"• Staff involved and treated people with compassion kindness dignity and respect."

Positive

"Privacy and dignity The service respected and promoted patients’ privacy and dignity."

Positive

"Staff took steps to protect patients from abuse neglect harassment discrimination and breaches of their dignity and respect."

Positive

"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control."

Positive

"• The service actively promoted equality and diversity."

Neutral

"Staff had received equality and diversity training."

Positive

"• The complaint policy and procedures were in line with recognised guidance."

Positive

"For example if an element within the complaint related to the patients own GP practice."

Positive

"For example following a complaint reception staff undertook further training to assist them in dealing with patient expectations of the service."

Positive

"• Information about how to make a complaint or raise concerns was available and it was easy to do."

Positive

"• Structures processes and systems to support good governance and management were clearly set out understood and effective."

Positive

"Governance arrangements There were clear responsibilities roles and systems of accountability to support good governance and management."

Positive

"The governance and management of partnerships joint working arrangements and shared services promoted interactive and coordinated personcentred care."

Positive

"• Quality and sustainability were discussed in relevant meetings where all staff had sufficient access to information."

Positive

"Monitoring care and treatment A programme of quality improvement activity continued and routinely reviewed the effectiveness and appropriateness of the care provided."

Positive

"Clinical audit had a positive impact on quality of care and outcomes for patients."

Positive

"This report describes our judgement of the quality of care at this service."