IQVIA IES UK Limited

Updated 8 August 2023

IQVIA IES UK Limited is a large multi-national organisation that has a specific unit which specialises in health management. This section of the business works with NHS Trusts to help deliver education and monitoring for patients with a range of diseases including multiple sclerosis, cancer and respiratory diseases. At the time of the inspection the organisation was supporting 23 different treatment programmes. The organisation’s head office is in Reading, however staff work remotely and are spread out across England. At the time of the inspection there were 70 staff working for the service.

The service is registered to provide treatment of disease, disorder or injury and diagnostic and screening procedures. There was a registered manager in place.

This was the first time we had inspected this service under this provider.

What people who use the service say

People who use the service told us that staff treated them with kindness, dignity and respect at all times. They felt staff really listened to them and got to know them. They told us that staff were very knowledgeable and they felt reassured that expert advice was only ever a telephone call away.

Updated 8 August 2023

IQVIA IES UK Limited is a large multi-national organisation that has a specific unit which specialises in health management. They work alongside the NHS to provide patient education and carry out physical health observations of patients receiving treatment for a range of different diseases.

This was the first time we rated this service. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well.
• Staff provided good care and treatment. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to useful information.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and there were no waiting times for treatment.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities.

However:

• Staff did not always ensure that risk assessments were completed and added to patient records.
• The referral form used by the service did not include space for the referrer to record details of any existing safeguarding issues.
• Managers did not record outcomes from field visits in a consistent way.

Updated 8 August 2023

This was the first time we rated this service. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well.
• Staff provided good care and treatment. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to useful information.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and there were no waiting times for treatment.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

• Staff did not always ensure that risk assessments were completed and added to patient records.
• The referral form used by the service did not include space for the referrer to record any existing safeguarding information.
• Managers did not record outcomes from field visits in a consistent way.