What is the Quality of Safety at Loughborough Urgent Care Centre

Positive

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

Neutral

"• A baby changing room was available and the centre had facilities for breast feeding if privacy was required."

Positive

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

Positive

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

Positive

"The service learned and shared lessons identified themes and took action to improve safety in the service."

Positive

"• There were good systems to manage risk so that safety incidents were less likely to happen."

Positive

"• The centre learned from external safety events and patient safety alerts."

Positive

"• The providers policies procedures and activities were embedded to ensure safety and assured managers they were operating as intended."

Positive

"• There were comprehensive risk assessments in relation to safety issues."

Positive

"This allowed staff to be aware of 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."

Neutral

"• Patients receiving end of life care carers those at risk of developing a longterm condition and those requiring advice on their diet smoking and alcohol cessation were signposted to the relevant service."

Positive

"• When patients arrived at the centre there was clear signage which directed patients to the reception area."

Positive

"Kindness respect and compassion Staff treated patients with kindness respect and compassion."

Positive

"• Staff involved people in their care and treatment and treated people with compassion kindness dignity and respect."

Positive

"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control."

Positive

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

Positive

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

Positive

"• The service kept written records of verbal interactions as well as written correspondence unless the complaint was managed by the provider complaints team in which case all documentation was held centrally."

Positive

"They also told people about any findings from investigating their complaint and any actions they had taken to prevent the same thing happening again."

Positive

"Patients would then be called through to see a triage nurse who would take observations a brief history of the complaint and through a scoring system document the severity of the patient’s condition."

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

"At this inspection we found: • There was overarching management of risk within the service which was overseen by the provider to board level in addition to the local management and governance in the centre."

Positive

"• There was a regional clinical governance team who met locally every week to discuss incidents serious incidents and complaints."

Positive

"Staff told us these changes had improved their work life balance morale and the sustainability of the service for patients and staff."

Positive

"This was seen as a risk and the increase in salaried staff prioritised for the sustainability of the service and the continuity of care to patients."

Positive

"This had been part of the longterm plan for the centre and continues to be part of the sustainability of the service."

Positive

"Monitoring care and treatment The service had a comprehensive programme of quality improvement activity and routinely reviewed the effectiveness and appropriateness of the care provided."

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."