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

Positive

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

Positive

"Track record on safety The service had a good safety record."

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

"• 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

"There were systems in place to ensure the safety of the cars used during home visits."

Positive

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

Positive

"• Leaders had established proper policies procedures and activities to ensure safety and assured themselves that they were operating as intended."

Positive

"The provider conducted safety risk assessments."

Positive

"It had safety policies including Control of Substances Hazardous to Health and Health & 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 not only ensured the safety of drivers and clinicians but could also be used to manage demand."

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

"• 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

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

Neutral

"For example following a complaint relating to an incorrect referral to another care provider the pathway was reviewed and updated."

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 The service had a comprehensive programme of quality improvement activity and routinely received 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."