What is the Quality of Safety at University Health Service

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

"Patientcarer support to cope emotionally with care and treatment The patient survey information we reviewed showed patients were generally positive about the emotional support provided by the practice and rated it well in this area."

Positive

"All told us they were satisfied with the care provided by the practice and said their dignity and privacy was respected."

Positive

"Everyone told us that they were treated with dignity and respect and that the care provided by the GPs nursing staff and administration staff was of a very high standard."

Positive

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

Positive

"They said staff treated them with dignity and respect."

Positive

"Curtains were provided in consulting rooms and treatment rooms so that patients’ privacy and dignity was maintained during examinations investigations and treatments."

Positive

"Staff told us that if they had any concerns or observed any instances of discriminatory behaviour or where patients’ privacy and dignity was not being respected they would raise these with the practice manager."

Positive

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

Positive

"However lessons learned from individual complaints had been acted on and improvements made to the quality of care as a result."

Positive

"All told us they were satisfied with the care provided by the practice and said their dignity and privacy was respected."

Positive

"Curtains were provided in consulting rooms and treatment rooms so that patients’ privacy and dignity was maintained during examinations investigations and treatments."

Positive

"Staff told us that if they had any concerns or observed any instances of discriminatory behaviour or where patients’ privacy and dignity was not being respected they would raise these with the practice manager."

Neutral

"Staff and patients told us that all consultations and treatments were carried out in the privacy of a consulting room."

Neutral

"Staff were aware of the need for privacy and spoke softly to patients."

Positive

"The practice carried out risk assessments for fire safety and legionella and where risks had been identified action plans had been produced and were implemented."

Positive

"Learning and improvement from safety incidents The practice had a system in place for reporting recording and monitoring significant events incidents and accidents."

Positive

"Monitoring safety and responding to risk The practice had developed clear lines of accountability for all aspects of care and treatment."

Positive

"Information about safety was recorded and addressed but monitoring of learning was poor."

Positive

"For example reported incidents and national patient safety alerts as well as comments and complaints received from patients."

Positive

"A GP told us how they raised the issue of poor communication between a secondary care service and the practice regarding safety for patients who were insulin dependent."

Positive

"Reliable safety systems and processes including safeguarding The practice had systems to manage and review risks to vulnerable children young people and adults."

Positive

"Speaking with GPs practice manager and reviewing minutes of meetings we noted safety was being monitored and discussed routinely."

Neutral

"A GP took the lead for safeguarding and another was the safety alert lead."

Positive

"Staff knew how to recognise signs of abuse in vulnerable adults and children."

Positive

"Staff knew how to recognise signs of abuse in older people vulnerable adults and children."

Positive

"The practice’s new employee induction programme listed three specific infection control risks including handling clinical waste bodily fluids and samples but other than this infection control processes were not included in the programme."

Positive

"Areas of concern included recruitment checks infection control and emergency medicine management."

Positive

"Cleanliness and infection control We observed the premises to be clean and tidy."

Positive

"Policies seen included safeguarding infection control whistleblowing chaperone and equal opportunities."

Positive

"For example a health care assistant was the lead for infection control and the senior partner was the lead for safeguarding."

Neutral

"However we were told the infection control policy had only recently been reviewed and had yet to be read by all relevant staff."

Neutral

"Other staff had not received infection control training but we saw evidence that this was booked to take place within two weeks following our inspection."

Neutral

"The infection control policy included sharps management storage of vaccinations and specimen handling."

Neutral

"Staff were provided with personal protective equipment including disposable gloves aprons and coverings and were able to describe how they would use these to comply with the practice’s infection control policy."

Positive

"Patients were asked to sign an optout form and the practice collected data as to why they did not wish to have a cervical smear test often this was because of cultural reasons or they had a regular smear test in their home country."

Positive

"Tackling inequity and promoting equality The practice had recognised the needs of different groups in the planning of its services."

Positive

"Both included communication with the complainant to acknowledge the complaint and apologise."

Positive

"All of these complaints appeared to have been dealt with appropriately; investigated and the complaint responded to in a timely manner."

Positive

"One involved communication by letter and the other face to face with the patient as their complaint was verbal."

Neutral

"• The systems and arrangements for governance were not always in place and so staff may not have all the required information for their roles."