What is the Quality of Safety at Hilltop Heights

Positive

"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."

Positive

"There was strong collaboration and support across all staff and a common focus on improving safety quality of care and people’s experiences."

Positive

"• The service had a clear vision with quality and safety as its top priority."

Positive

"The service had systems in place for notifiable safety incidents and ensured this information was shared with staff to ensure appropriate action was taken • The provider used innovative approaches to gather feedback from people who used services and the public."

Positive

"Overview of safety systems and processes The service had clearly defined and embedded systems processes and services in place to keep patients safe and safeguarded from abuse which included: • Arrangements were in place to safeguard children and vulnerable adults from abuse."

Positive

"Our key findings across all the areas we inspected were as follows: • There was an open and transparent approach to safety and an effective system in place for recording reporting and learning from significant events."

Positive

"• Information about safety was highly valued and was used to promote learning and improvement."

Positive

"We saw evidence that lessons were shared and action was taken to improve safety in the service."

Positive

"The whole team was engaged in reviewing and improving safety and safeguarding systems."

Positive

"This improved safety for drivers and clinicians as the control room always knew where the cars were located."

Positive

"We reviewed safety records incident reports patient safety alerts and minutes of meetings where these were discussed."

Positive

"• There were systems in place to ensure the safety of the out of hours vehicles."

Positive

"There was a ‘walk in’ policy which clearly outlined what staff should do when patients arrived without having first made an appointment and made patient safety the priority."

Positive

"There was a health and safety policy available."

Positive

"We checked two of the vehicles with the drivers and found they complied with their safety tests."

Positive

"• Staff received training that included: safeguarding fire safety awareness basic life support and information governance."

Neutral

"This covered such topics as safeguarding infection prevention and control fire safety health and safety and confidentiality."

Positive

"Overview of safety systems and processes The service had clearly defined and embedded systems processes and services in place to keep patients safe and safeguarded from abuse which included: • Arrangements were in place to safeguard children and vulnerable adults from abuse."

Positive

"All cleaning and infection control arrangements were carried out by the North Cumbria University Hospitals NHS Trust."

Positive

"• We saw staff treated patients with kindness and respect and maintained patient and information confidentiality."

Positive

"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."

Neutral

"• Staff confirmed that the service did not discriminate regarding patients age disability gender gender reassignment pregnancy and maternity status race religion or belief."

Positive

"There was openness and transparency when dealing with the complaint for example patients were contacted by the member of the executive team investigating the complaint to discuss the outcome."

Positive

"Governance arrangements The service had an overarching governance framework that supported the delivery of the strategy and good quality care."

Positive

"• The leadership management and governance assured the delivery of high quality care and supported learning and innovation throughout the organisation."

Positive

"All complaints were presented at the bimonthly clinical governance meeting so that lessons learned could be shared."

Positive

"There was evidence of quality improvement including clinical audit."

Positive

"There was strong collaboration and support across all staff and a common focus on improving safety quality of care and people’s experiences."

Positive

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

Positive

"• Improvements were made to the quality of care as a result of complaints and concerns."