What is the Quality of Safety at Practice Plus Group - NHS 111 London

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."

Positive

"Overview of safety systems and processes The provider 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

"This covered such topics as governance and risk safeguarding counter fraud manual handling health and safety and equality and inclusion."

Positive

"• There was an open and transparent approach to safety and an effective system in place to report and record significant events."

Positive

"Monitoring safety and responding to risk Risks to patients were assessed and well managed."

Positive

"Notes were added to the system that provided health advisors with a course of action to take to ensure their health safety and wellbeing."

Positive

"• Staff were alerted through their computer system to people with identified specific clinical needs and for safety issues."

Positive

"Health advisors and other staff had access to patient special notes which alerted staff to patients with specific conditions or needs for example where they had preexisting conditions or there were safety concerns."

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

"The twoday induction covered topics such as information governance safeguarding level one fire safety and evacuation basic life support equality and inclusion and slips trips and falls."

Positive

"Safeguarding systems and processes were in place to safeguard both children and adults at risk of harm or abuse including calls from children and frequent callers to the service."

Positive

"Overview of safety systems and processes The provider 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

"• People using the service were treated with compassion dignity and respect and they were involved in decisions about their care and treatment."

Positive

"• We observed staff treated people with kindness and respect and maintained people’s confidentiality."

Positive

"We observed staff treated patients with compassion and respect."

Positive

"This covered such topics as governance and risk safeguarding counter fraud manual handling health and safety and equality and inclusion."

Positive

"Tackling inequity and promoting equality • New staff had received training in equality and diversity during their induction and this training was updated for all staff on an annual basis."

Neutral

"The twoday induction covered topics such as information governance safeguarding level one fire safety and evacuation basic life support equality and inclusion and slips trips and falls."

Neutral

"New staff received training in equality and diversity during their induction and this training was updated for staff on an annual basis."

Positive

"A complaint log was maintained which included a summary outcome and the learning and action taken."

Positive

"The provider told us the complaint had been shared and discussed with the clinician involved."

Positive

"The provider maintained a risk register and held regular internal and external governance meetings."

Positive

"• There was an overarching governance framework which supported the delivery of the strategy and a good quality service."

Positive

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

Positive

"This covered such topics as governance and risk safeguarding counter fraud manual handling health and safety and equality and inclusion."

Positive

"• Staff had access to training that included the use of the clinical pathway tools how to respond to specific patient groups Mental Health Act Mental Capacity Act safeguarding fire procedures and information governance awareness."

Positive

"All complaints were reported in a monthly clinical governance report and discussed in internal and external governance meetings."

Positive

"• Internal and external governance meetings with contract commissioning leads were held to review themes from significant events and the provider produced a monthly clinical governance report that detailed both serious incidents and other incidents not meeting the Serious Incident Framework threshold."

Positive

"They were clear about their line management arrangements as well as the clinical governance arrangements in place."

Neutral

"Regular internal and external governance meetings were held."

Neutral

"The twoday induction covered topics such as information governance safeguarding level one fire safety and evacuation basic life support equality and inclusion and slips trips and falls."

Neutral

"We saw minutes of regular internal and external governance meetings and the provider produced a monthly clinical governance report that detailed both serious incidents and other incidents not meeting the Serious Incident Framework threshold."

Positive

"• We saw evidence that the management team held monthly quality assurance meetings locally and nationally within Care UK."

Positive

"The provider told us that the clinical quality improvement advisors monitored all call backs and when call back performance did not meet target they would take priority calls themselves."

Positive

"The service operated with six teams consisting of call handlers clinical advisors a team manager and a clinical quality improvement advisor."

Positive

"The direct patient service was delivered by six call centre teams comprising health advisors clinical advisors operational supervisors and clinical quality improvement advisors overseen by a clinical operations manager."

Positive

"Once training was completed all health advisors were subject to structured call quality monitoring to ensure continued compliance."

Positive

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