Latest Snippet(s)
Positive
"Privacy and dignity The service respected and promoted patients’ privacy and dignity."
2019-09-25 Snippet(s)
Positive
"Privacy and dignity The service respected and promoted patients’ privacy and dignity."
2018-10-24 Snippet(s)
Positive
"Privacy and dignity The service respected and promoted patients’ privacy and dignity."
Latest Snippet(s)
Positive
"• The registered person had systems or processes in place that operated ineffectively in that they failed to enable the registered person to assess monitor and mitigate the risks relating to the health safety and welfare of service users and others who may be at risk."
Positive
"Track record on safety The service had a good safety record."
Positive
"Examples given included; increasing staff numbers to undertake comfort calls; and improving personal safety on home visits; but there had been delays in replacing IT equipment."
Positive
"The service was unable to fully show how lessons learned were shared effectively with all relevant members of staff and how actions taken improved safety in the service."
Positive
"• All staff received uptodate safeguarding and safety training appropriate to their role."
Positive
"All staff were aware of the policy and understood their role with regards to it including ensuring that patient safety was a priority."
Positive
"The process to identify understand monitor and address current and future risks including risks to patient safety required improvement to ensure they were effective."
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
"Datix is a webbased patient safety recording system."
Positive
"• There were risk assessments in relation to safety issues."
Positive
"• There was a system for receiving and acting on safety alerts."
Positive
"Shortfalls identified in clinical record audits included limited patient history no safety netting advice given and allergies being asked about."
Positive
"This covered such topics as infection control health and safety and safeguarding."
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
"Risks to patients There were systems to assess monitor and manage risks to patient safety although improvements were needed to ensure these were effective."
Neutral
"This helped it to understand risks and gave a clear accurate and current picture that led to safety improvements."
2019-09-25 Snippet(s)
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
"For example: • The absence of a health and safety lead at the service had resulted in incomplete risk assessments and a lack of oversight or assurances that health and safety checks and actions had been completed."
Positive
"• All staff received uptodate safeguarding and safety training appropriate to their role."
Positive
"• The provider had a health and safety lead who delegated responsibility to other staff following health and safety training."
Positive
"Actions to provide a fire risk assessment and health and safety poster had been completed."
Positive
"• There was not always a strong emphasis on the safety and wellbeing of all staff."
Positive
"The provider had taken some steps to improve the safety of staff."
Positive
"• The service learned from external safety events and patient safety alerts."
Positive
"Staff were aware of the policy and understood their role with regards to it including ensuring that patient safety was a priority."
Positive
"• Staff received safety information from the provider as part of their induction and refresher training."
Positive
"Datix is a webbased patient safety recording system."
Positive
"• Local monitoring processes were in place to demonstrate whether each site had a health and safety infection prevention and safeguarding leads who had completed training in these areas of responsibilities."
Positive
"At the time of inspection all sites with their own policies except for one site whose health and safety lead had recently left."
Positive
"• There were risk assessments in relation to safety issues."
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
"Safety systems and processes • The organisation had safety policies including Control of Substances Hazardous to Health and Health & Safety policies."
Neutral
"This helped it to understand risks and gave a clear accurate and current picture that led to safety improvements."
2018-10-24 Snippet(s)
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
"When safety incidents did happen the service learned from them and made efforts to improve their processes."
Positive
"• All staff had access to uptodate safeguarding and safety guidance appropriate to their role."
Positive
"• The service learned from external safety events and patient safety alerts."
Positive
"All staff were aware of the policy and understood their role with regards to it including ensuring that patient safety was a priority."
Positive
"• There were policies procedures and activities in place to ensure safety but the leaders had not assured themselves that they were operating as intended."
Positive
"At this inspection we found: • The service had systems to manage risk so that safety incidents were less likely to happen."
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 helped it to understand risks and gave a clear accurate and current picture that led to safety improvements."
Latest Snippet(s)
Positive
"Staff took steps to protect patients from abuse neglect harassment discrimination and breaches of their dignity and respect."
Positive
"• The service worked with other agencies to support patients and protect them from neglect and abuse such as the local safeguarding team."
2019-09-25 Snippet(s)
Positive
"Staff took steps to protect patients from abuse neglect harassment discrimination and breaches of their dignity and respect."
Positive
"• The service worked with other agencies to support patients and protect them from neglect and abuse such as the local safeguarding teams."
2018-10-24 Snippet(s)
Positive
"Staff took steps to protect patients from abuse neglect harassment discrimination and breaches of their dignity and respect."
Latest Snippet(s)
Positive
"This covered such topics as infection control health and safety and safeguarding."
2018-10-24 Snippet(s)
Positive
"Additional infection control audits were conducted by Care UK staff on a threemonthly rolling programme."
Positive
"This covered such topics as safeguarding emergency procedures infection control and management of medicines."
Latest Snippet(s)
Positive
"Clinicians reported they had been asked to sign off calls to be passed back to in hours GP practices and there was no structured approach when the number of calls awaiting action were high."
Latest Snippet(s)
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."
2019-09-25 Snippet(s)
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 significant event reporting and recording compliance audits had been introduced."
2018-10-24 Snippet(s)
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."
Latest Snippet(s)
Positive
"Such as: A complaint alleging there was a missed diagnosis of a life limiting condition which was diagnosed by another service."
Positive
"Listening and learning from concerns and complaints Information about how to make a complaint or raise concerns was available."
Positive
"Improvements were needed to ensure that the provider could demonstrate fully how a complaint had been handled with reasons as to why the complaint was upheld or not."
Positive
"• The complaint policy and procedures were in line with recognised guidance."
Positive
"In particular: • There was a lack of clarity on when a complaint or incident should also be treated as a significant incident."
2019-09-25 Snippet(s)
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."
2018-10-24 Snippet(s)
Positive
"A complaint was made regarding delayed call back to a patient."
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."
Positive
"Of the three we looked at learning points had been shared from only one complaint which was not in line with the processes put in place by the provider."
Latest Snippet(s)
Positive
"The areas where the provider must make improvements as they are in breach of regulations are: Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care."
Positive
"There were systems and processes for governance of the service provided which included training provision performance and audits of clinical work but these were not fully effective to ensure that a safe service was provided."
Positive
"Respondents to our survey and staff we spoke with considered that effective governance systems were needed to link the values and vision to the work carried out."
Positive
"Information on service performance and governance of the out of hours service was not easy to gather as there was joint working with other parts of the provider’s group of organisations."
2019-09-25 Snippet(s)
Positive
"The areas where the provider must make improvements as they are in breach of regulations are: • Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care."
Positive
"Governance arrangements There were responsibilities roles and systems of accountability to support good governance and management."
Positive
"• We saw examples that demonstrated good governance and management of partnerships joint working Are services wellled?"
Positive
"The patient was given reassurance and the service looked at the information governance of how consent to ask for feedback was recorded."
Positive
"Structures processes and systems to support governance and management were mixed."
Positive
"• We saw embedded governance processes included processes for communicating changes in national guidelines patient feedback clinical audit root cause analysis processes risk management and regular programme of meetings."
Positive
"Specifically: • High turnover of middle management staffing had led to gaps in the oversight of governance processes."
Neutral
"However we saw other examples which had resulted in gaps in governance processes."
2018-10-24 Snippet(s)
Positive
"The areas where the provider must make improvements as they are in breach of regulations are: • Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care."
Positive
"Governance arrangements There were clear responsibilities roles and systems of accountability to support good governance and management."
Positive
"• Structures processes and systems to support good governance and management were set out but were not consistently applied."
Positive
"• The governance and management of partnerships joint working arrangements and shared services promoted interactive and coordinated personcentred care."
Positive
"• There had been significant recent management changes which had impacted upon the operating of effective governance processes."
Positive
"However there had been significant changes to the leadership team in the recent months and this had impacted on the embedding of governance processes."
Latest Snippet(s)
Positive
"• The service had a programme of quality improvement activity and reviewed the effectiveness and appropriateness of the care provided."
2018-10-24 Snippet(s)
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
"For example quality improvement work and an audit was carried out to ensure patients experiencing stroke symptoms were assessed in accordance with recognised national guidance."
Latest Snippet(s)
Positive
"This report describes our judgement of the quality of care at this service."
2019-09-25 Snippet(s)
Positive
"Clinical audit had a positive impact on quality of care and outcomes for patients."
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."
2018-10-24 Snippet(s)
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."
2019-09-25 Snippet(s)
Positive
"• The service actively promoted equality and diversity."
Neutral
"Staff had received equality and diversity training."
2018-10-24 Snippet(s)
Positive
"• The service promoted equality and diversity."
2019-09-25 Snippet(s)
Positive
"• Quality and sustainability were discussed in relevant meetings where all staff had sufficient access to information."
2018-10-24 Snippet(s)
Positive
"For example the management team had initiated a recruitment programme to encourage GP registrars to join the service with incentives that promoted sustainability and improved rota fill."
Positive
"• Quality and sustainability were discussed in relevant meetings where staff had sufficient access to information."