27 and 29 November and 3 December 2014
During a routine inspection
We carried out an announced comprehensive inspection at MedOCC Quayside (the out of hour’s service) on the 27 and 29 November and 3 December 2014. During the inspection we gathered information from a variety of sources. For example, we spoke with patients, interviewed staff of all levels and checked that the right systems and processes were in place.
Overall the out of hours service is rated as good. This is because we found the service to be good for providing safe, effective, caring and responsive services. It was also good for providing services for all patient population groups.
Our key findings were as follows:
- Access to the service was effective.
- There was a clear management structure to support and guide staff.
- There were systems to ensure patients received safe and effective care. We saw examples of how GPs and other staff had learned from complaints and incidents. A programme of continuous auditing was to assess the services quality and productivity.
- The service had good facilities and was well equipped to treat patients and meet their needs. Services were provided in facilities which were clean and well maintained. The service had an effective infection control system to ensure that the risk of infection was minimised.
- We saw staff treated patients with dignity and respect. Patients made positive comments about staff and how they were treated. Some patients were unhappy about the length of time they had waited but were confident they would receive a good service when they were seen.
- Evidence based guidelines provided the service with clear guidance on how services should be provided. These included guidelines for the treatment of deep vein thrombosis and cellulitis and a list of conditions the service was not able to treat. This meant staff had clear protocols for treating patients which was updated to reflect changes in practice.
- The service implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients.
- Patients were provided with medicines if their need was urgent or if the pharmacies were closed.
- Reception staff had received customer care training which helped them overcome some of the difficulties they experienced in open reception areas, to help ensure privacy and confidentiality.
Letter from the Chief Inspector of General Practice
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice