15 May 2019
During a routine inspection
Anglesey House is operated by Virgin Care Services Limited. The service has a number of specialist services to support local people living with health conditions in the community. The teams are made up of a district nursing team who deliver a seven-day service and community matrons support people identified at high risk of admission to hospital due to their presenting health needs.
There is a rapid response service, including a rapid response palliative support team who offer acute nursing care and assessment in patients own homes.
The adult continence service is provided by a small team of specialist nurses. The learning disability primary care service provides support to people with learning disabilities. A community dietician provides support to patients with nutritional needs with a focus on the frail elderly population.
We inspected this service using our comprehensive inspection methodology. We carried out an unannounced inspection on 15 May 2019. This was the service’s first comprehensive inspection and they had not been previously rated.
To get to the heart of people’s experiences of care and treatment, we ask the same five questions of all services: are they safe, effective, caring, responsive to people's needs, and well-led? Where we have a legal duty to do so we rate services’ performance against each key question as outstanding, good, requires improvement or inadequate.
Throughout the inspection, we took account of what people told us and how the provider understood and complied with the Mental Capacity Act 2005.
We have provided guidance for services that we rate and do not rate.
Services we rate
We rated it as Good overall.
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The service had enough staff with the right qualifications, skills, training and experience to keep patients safe from avoidable harm and to provide the right care and treatment. Staff had access to a training and competency programme to ensure they had the skills required to provide good quality care.
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The service provided care and treatment based on national guidance and evidence of its effectiveness. Managers checked to make sure staff followed guidance.
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Staff of different kinds worked together as a team to benefit patients. District nurses and other allied healthcare professionals supported each other to provide good care.
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The service planned and provided services in a way that met the needs of local people. The services provided reflected the needs of the population served and they ensured flexibility, choice and continuity of care. The facilities and premises were appropriate for the services that were delivered.
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Staff cared for patients with compassion. Feedback from patients confirmed that staff treated them well and with kindness. People who used the service told that staff went over and above what was expected of them. Staff displayed determination and creativity to overcome obstacles to delivering care.
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There was inclusive and effective leadership. There were up to date strategy, policies and standard operating procedures aligned with national guidance and the wider health economy. There was a demonstrated commitment to system-wide collaboration and leadership.
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Staff we spoke with overwhelmingly felt positive and proud to work in the organisation. The culture centred on the needs and experience of people who used services. Staff told us that they felt pride in the organisation and the work the carried out to ensure patients received good quality care.
However:
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Staff highlighted continued issues with access to a network connection to support remote working and accessibility to patient records.
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Patient’s care records did not always demonstrate that consent had been gained to provide care and treatment.
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Staff compliance with mandatory information governance training fell short of the service target. There were plans documented to improve the numbers for completion.