Latest Snippet(s)
Positive
"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."
2014-11-06 Snippet(s)
Positive
"For example we saw that the March edition highlighted the privacy and dignity policy following a complaint relating to a bereaved relative."
Latest Snippet(s)
Positive
"• The service had a clear vision with quality and safety as its top priority."
Positive
"The service had a variety of other risk assessments in place to monitor safety of the premises such as control of substances hazardous to health and infection control and legionella legionella is a term for a bacterium which can contaminate water systems in buildings."
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."
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
"There was a health and safety policy available with a poster in areas accessible to all staff that identified local health and safety representatives."
Positive
"This included support training for all staff on communicating with patients about notifiable safety incidents."
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 outofhours vehicles."
Positive
"Extensive safety and equipment checks were undertaken at the beginning of each shift."
Positive
"• Staff received training that included: safeguarding fire safety awareness basic life support and information governance."
Neutral
"This covered topics including safeguarding infection prevention and control fire safety health and safety and confidentiality."
2016-11-28 Snippet(s)
Positive
"The provider had systems in place for notifiable safety incidents and ensured this information was shared with staff to ensure appropriate action was taken • There was a strong focus on continuous learning and improvement at all levels."
Positive
"The provider had systems in place for notifiable safety incidents and ensured this information was shared with staff to ensure appropriate action was taken • The provider proactively sought feedback from staff and people using the service which it acted on."
Positive
"Overview of safety systems and processes The service had clearly defined and embedded systems processes and practices in place to keep people who used the service safe and safeguarded from abuse which included: • Arrangements were in place to safeguard children and vulnerable adults from abuse."
Positive
"Information about safety was valued and used to promote learning and improvement."
Positive
"• Staff were alerted through their computer system to people with identified specific clinical needs care plans and any safety issues relating to a patient."
Positive
"Monitoring safety and responding to risk Risks to people using the service were assessed and well managed."
Positive
"It enabled Care UK to more effectively manage KPI’s as well as assuring the clinical safety of patients during times of pressure or high demand."
Positive
"Our key findings were as follows: • There were systems in place to help ensure patient safety through learning from incidents and complaints about the service."
Positive
"We reviewed safety records incident reports patient safety alerts and minutes of meetings where these were discussed."
Positive
"This team reported directly to the national governance structure including board level on matters such as patient safety performance safeguarding that provided operational infrastructure and diverse functional expertise."
Positive
"This covered such topics as fire safety data protection and social media policy."
Positive
"It enabled more effective management of key performance indicators as well as assuring the clinical safety of the patient’s journey through the service during times of pressure or high demand."
Positive
"A wide range of subjects relating to patient safety and performance were discussed."
Neutral
"Risk assessments and actions required had been taken to ensure the safety of the premises."
2014-11-06 Snippet(s)
Positive
"Staff explained the safety mechanisms that were in place if a doctor required access a controlled drug."
Latest Snippet(s)
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."
2016-11-28 Snippet(s)
Positive
"Overview of safety systems and processes The service had clearly defined and embedded systems processes and practices in place to keep people who used the service safe and safeguarded from abuse which included: • Arrangements were in place to safeguard children and vulnerable adults from abuse."
2014-11-06 Snippet(s)
Neutral
"The provider had satisfactory governance systems in place to protect patients from the risk of abuse and ensure that they received the appropriate safe emergency care and treatment."
Latest Snippet(s)
Positive
"The service had a variety of other risk assessments in place to monitor safety of the premises such as control of substances hazardous to health and infection control and legionella legionella is a term for a bacterium which can contaminate water systems in buildings."
Neutral
"The interior was visibly clean and infection control procedures were in place to minimise the risks to patients and staff."
Neutral
"There was an infection control lead."
Neutral
"There was an infection control protocol in place and staff had received up to date training."
Neutral
"Annual infection control audits were undertaken and we saw evidence that action was taken to address any improvements identified as a result."
2014-11-06 Snippet(s)
Positive
"The provider carries out monthly infection control audits at all the locations which includes waste management the environment and hand hygiene."
Latest Snippet(s)
Neutral
"We saw that the clinical staff had to sign at induction that they would keep the calibration of equipment current."
Latest Snippet(s)
Positive
"Patients said they were treated with compassion dignity and respect and they were involved in their care and decisions about their treatment."
Positive
"• Patients said they were treated with compassion dignity and respect and they were involved in decisions about their care and treatment."
Positive
"We observed members of staff to be courteous and very helpful to patients and treated them with dignity and respect."
Positive
"They also commented positively about the timely access to urgent dental care and the kindness and responsiveness of staff."
Positive
"• We saw staff treated patients with kindness and respect and maintained patient and information confidentiality."
Positive
"Records we were shown demonstrated that the dentists and dental nurses undertook relevant training and were to date with their continuing professional development training in respect of dental radiography."
Positive
"All clinicians received written feedback with respect to their audit results at least every three months."
Positive
"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."
2016-11-28 Snippet(s)
Positive
"• People using the service were treated with compassion dignity and respect and they were involved in decisions about their care and treatment."
Positive
"Results from the surveys conducted by Care UK showed people felt they were treated with compassion dignity and respect."
Positive
"We observed members of staff were courteous and very helpful to people calling the service and treated them with dignity and respect."
Positive
"We saw that staff treated patients with compassion and responded appropriately to their feedback."
2014-11-06 Snippet(s)
Positive
"Another patient wrote that “the staff were caring and treated me with respect the environment was safe and hygienic and I felt listened.”"
Positive
"Respect and dignity Patients we spoke with told us that they felt that staff were respectful and polite at all times and we observed this to be the case."
Positive
"We were told that the doctors provided adequate information in an appropriate way and that patient dignity was maintained at all times."
Positive
"We spoke with six patients that were treated by HarmoniSuffolk on the day of our inspection and people told us they were treated with respect and that they felt listened to."
Positive
"For example we saw that the March edition highlighted the privacy and dignity policy following a complaint relating to a bereaved relative."
Latest Snippet(s)
Positive
"• There were arrangements in place to cover equality and diversity issues and there were policies to support staff in understanding and meeting the needs of patients who may require extra support."
2016-11-28 Snippet(s)
Positive
"Tackling inequity and promoting equality • Reasonable adjustments had been made so that disabled people could access and use services on an equal basis to othersfor example through the use of nonverbal telecommunications systems for those experiencing hearing impairment."
Neutral
"The policy also ensured that patients from travelling communities homeless communities the disabled and all other aspects of equality were not discriminated against in any way."
Neutral
"• New staff received training in equality and diversity during their induction and this training was updated for all staff on an annual basis."
2014-11-06 Snippet(s)
Positive
"The system records and provides training such as fire awareness equality and diversity and safeguarding of vulnerable adults and children."
Latest Snippet(s)
Positive
"For example; a complaint about a prescription was reviewed by the clinical lead and passed to the consulting clinician who responded in writing and acknowledged the error."
Positive
"Every three months the figures were sent to the governance lead and details of the complaint including the clinician involved were logged."
Positive
"Anonymised details of each complaint and the manner in which it has been dealt with was reported to the contracting clinical commissioning group."
2016-11-28 Snippet(s)
Positive
"Individual staff involved in the complaint were informed of any concerns or outcomes."
2014-11-06 Snippet(s)
Positive
"For example we saw that the March edition highlighted the privacy and dignity policy following a complaint relating to a bereaved relative."
Latest Snippet(s)
Positive
"Governance arrangements The service had an overarching governance framework that supported the delivery of the strategy and good quality care."
Positive
"The aim was to ensure they were working together effectively to respond to local health inequalities and ensure services were accountable and supported by strong governance processes."
Positive
"Every three months the figures were sent to the governance lead and details of the complaint including the clinician involved were logged."
Positive
"Locally day to day management of the service rested with the service manager together with the local medical nursing quality audit and governance leads."
Positive
"They were clear about their line management arrangements as well as the clinical governance arrangements in place."
Neutral
"• All alerts were emailed to the service manager and governance lead and disseminated to relevant parties."
2016-11-28 Snippet(s)
Positive
"They were proactive in ensuring effective working relationships with other stakeholders and regularly met with the commissioning groups and other health and social care providers to try to ensure they were working together to respond to local health inequalities and ensure services were accountable and supported by strong governance processes."
Positive
"• There was an overarching governance framework which supported the delivery of the strategy and a good quality service."
Positive
"The provider had an overarching governance framework which supported the delivery of the strategy and a good quality service."
Positive
"Locally day to day management of the service rested with the clinical lead quality governance manager and call centre manager together with the medical lead."
Positive
"This team reported directly to the national governance structure including board level on matters such as patient safety performance safeguarding that provided operational infrastructure and diverse functional expertise."
Positive
"They were clear about their line management arrangements as well as the clinical governance arrangements in place."
Neutral
"Regular governance meetings were held."
2014-11-06 Snippet(s)
Positive
"The regional medical director and the lead nurse told us that incidents were discussed at the local quality assurance and governance meetings QAGM and escalated to the regional meeting as necessary."
Positive
"The minutes also highlighted a possible information governance issue Because of this the provider had introduced secure boxes for transporting confidential documents from one location to another."
Positive
"The regional medical director and the registered manager told us that there were quality assurance and governance meetings QAGM monthly at local and regional level; any issues of concerns were escalated to board level."
Positive
"There was a clear governance structure in place and a process for disseminating information to all members of staff."
Neutral
"The provider had satisfactory governance systems in place to protect patients from the risk of abuse and ensure that they received the appropriate safe emergency care and treatment."
Neutral
"All complaints and incidents were reviewed through the quality assurance and governance committee."
Neutral
"All complaints and incidents are reviewed through the quality assurance and governance committee."
Latest Snippet(s)
Positive
"There were annual quality assurance reviews to analyse trends and ensure service improvement."
Positive
"Alerts were also added to monthly minuted quality assurance QA meetings and QA register and actioned as appropriate."
Positive
"The contractor stated that they had been fully supported in this process and that their work had been adopted into the quality assurance processes of the provider."
Positive
"• Training needs were monitored monthly by the quality assurance group and formed part of their report to senior management."
Neutral
"All complaints were discussed at monthly quality assurance meetings."
2016-11-28 Snippet(s)
Positive
"• A comprehensive understanding of the performance of the service was maintained at all levels in the organisation through monthly quality assurance meetings at local and national level."
2014-11-06 Snippet(s)
Positive
"The regional medical director and the lead nurse told us that incidents were discussed at the local quality assurance and governance meetings QAGM and escalated to the regional meeting as necessary."
Positive
"The regional medical director and the registered manager told us that there were quality assurance and governance meetings QAGM monthly at local and regional level; any issues of concerns were escalated to board level."
Neutral
"All complaints and incidents were reviewed through the quality assurance and governance committee."
Neutral
"All complaints and incidents are reviewed through the quality assurance and governance committee."
Latest Snippet(s)
Positive
"There was evidence of quality improvement including clinical audit."
Latest Snippet(s)
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."
2016-11-28 Snippet(s)
Positive
"This report describes our judgement of the quality of care at this service."
2014-11-06 Snippet(s)
Positive
"This report describes our judgement of the quality of care at this service."
2016-11-28 Snippet(s)
Positive
"This covered such topics as fire safety data protection and social media policy."