What is the Quality of Safety at Heald Green Health Centre 1

Positive

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

Positive

"Significant events and matters about patient safety were discussed at practice meetings and we were assured that learning from significant events had been disseminated and implemented into practice."

Positive

"However the system in place for managing safety alerts required review as there was no overview to demonstrateensure that all alerts had been acted on appropriately."

Positive

"Areas where the provider should make improvements: • Review the system for managing safety alerts to ensure an overview of actions taken."

Positive

"The system in place for managing safety alerts required review as there was no overview to demonstrateensure that all alerts had been acted on appropriately."

Positive

"For example fire safety checks and fire drills were carried out and electrical equipment and clinical equipment was checked to ensure it was working properly."

Positive

"When there were unexpected or unintended safety incidents the practice gave affected people reasonable support and an explanation."

Positive

"For example health and safety related checks were carried out on the premises and on equipment on a regular basis."

Positive

"A system was in place for responding to patient safety alerts."

Positive

"We looked at a sample of safety alerts and how they had been managed."

Positive

"• There was a range of health and safety related policies and procedures that were readily available to staff."

Positive

"• Staff had been provided with training in core topics including: safeguarding fire procedures basic life support infection prevention and control whistle blowing health and safety equality and diversity and information governance awareness."

Neutral

"Overview of safety systems and processes The practice had clearly defined and embedded systems processes and practices in place to keep patients safe and safeguard them from abuse."

Neutral

"• The practice had up to date health and safety related risk assessments and safety checks were carried out as required."

Positive

"For example infection control practices were good and there were regular checks on the environment and on equipment used."

Positive

"They were responsible to liaise with the local infection prevention team and they carried out regular infection control audits."

Neutral

"There was an infection control protocol in place and staff had received up to date training."

Neutral

"A practice nurse was the infection control clinical lead."

Positive

"For example a hearing loop system was available to support people who had difficulty hearing translation services were available some information had been produced in an easy read format and one of the GPs could communicate basic health needs using sign language."

Positive

"Patient and carer support to cope emotionally with care and treatment We observed members of staff were courteous and helpful to patients and treated them with dignity and respect."

Positive

"Patients told us they were treated with dignity and respect and they were involved in decisions about their care and treatment."

Positive

"• Patients told us they were treated with dignity and respect and they were involved in decisions about their care and treatment."

Positive

"Patients said staff were helpful and treated them with dignity and respect."

Positive

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

Positive

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

Positive

"• Staff had been provided with training in core topics including: safeguarding fire procedures basic life support infection prevention and control whistle blowing health and safety equality and diversity and information governance awareness."

Positive

"Information was available to help patients understand the complaints procedure and how they could expect their complaint to be dealt with."

Positive

"The information informed patients of their right to make a complaint directly to NHS England if they so wished and informed them that they could refer to the Parliamentary and Health Services Ombudsman if they remained dissatisfied with local resolution."

Positive

"• Staff had been provided with training in core topics including: safeguarding fire procedures basic life support infection prevention and control whistle blowing health and safety equality and diversity and information governance awareness."

Neutral

"• The practice had policies and procedures to govern activity and regular governance meetings were held."

Positive

"• Regular meetings were carried out as part of the quality improvement process to improve the service and patient care."

Positive

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

Positive

"Lessons had been learnt from the sample of complaints we looked at and action had been taken to improve the quality of care and patients’ experience of the service."