The Care Quality Commission
  • Community
  • Community healthcare service

Archived: MedOCC-Quayside

Overall: Good read more about inspection ratings

MedOCC Quayside, Quayside, Chatham Maritime, Chatham, Kent, ME4 4QZ (01634) 891900

Provided and run by:
Medway Community Healthcare C.I.C

All Inspections

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

30 December 2013

During a routine inspection

We found that people received appropriate support and treatment. Arrangements were in place for dealing with emergencies. People told us that the service was 'Very good' and 'Very convenient'.

We found that processes for minimising the risk of infection were in place, and where an issue had been identified, timely action was taken.

There were processes in place to ensure that medicines were managed safely and appropriately, and in line with legislation and recognised good practice.

Recruitment procedures were robust and minimised any risks to people using the service.

People using the service benefitted from an organised and responsive service because the quality of the service was closely monitored. The service was continuously improved by learning from events and incidents.

26 February 2013

During a routine inspection

We visited MedOCC Quayside as part of our inspection. We talked with one person who had an appointment during the morning of our visit. We also looked at feedback people had given about the service in their patient surveys. People spoke positively about the staff and the care and treatment provided. They told us that staff treated them with respect. Comments included, 'Very understanding and helpful.' I did not have to wait long.' 'I got dealt with quickly and got prescribed the right medication.' 'Very professional, excellent care.' 'Made me feel at ease.' 'Very nice staff.' 'Very reassuring.'

We found that people were respected and involved in making decisions about their treatment.

People experienced effective and appropriate care and treatment and were safeguarded from abuse.

Staff were properly trained and supported to provide care and treatment to people who used the service.

There were effective systems in place to monitor the quality of the service which took account of the views of people who used it.