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University of Nottingham Health Service is Outstanding

Service:
The University of Nottingham Health Service
Categories:
  • Organisations we regulate

The University of Nottingham Health Service is a purpose built university based general practice with oversees approximately 40,000 patients.

On first inspection

We carried out an announced comprehensive inspection at the University of Nottingham Health Service on 18 June 2015.

Inspectors spoke with five patients on the day, this included two members of the patient participation group (PPG) and the head of student welfare. They described the staff as friendly, helpful and caring and said they were treated with dignity and respect.

What people told us

100% of patients said they had confidence and trust in the last GP they saw compared to the CCG average of 93% and national average of 95%

The practice’s 2014 survey results showed a high level of satisfaction with both access and communication.

Out of 580 responses, 98% said they would recommend the practice to friends or family.

Patients also said they felt the practice offered an excellent service and staff were efficient, helpful and caring. They said staff treated them with dignity and respect.

What we found

The leadership team and the practice had won several national and local awards in recognition of their innovative approaches to delivering high quality care.

Inspectors saw excellent examples that demonstrated the practice was fully committed to working in partnership with the University of Nottingham and other health and social care providers to address the social and emotional needs of their patients’ and families.

In conjunction with the University of Nottingham and Public Health England, the practice undertook a two year study on the mental health needs of international students specifically those from China and Malaysia.

The practice had various systems in place to engage and communicate with its student population including a personalised feedback system named “Tell Dan” whereby the practice manager encouraged direct patient feedback to him and an automated text and email messaging service to allow a fast and easy stream of communication

A series of short videos offering brief instruction via YouTube with links from the practice and CCG websites were also available to patients.

The practice vision was to be the best university practice in the country with a consistent service user focus. The service was a finalist in a number of national and local awards. We saw evidence to confirm that the good practice which led to these awards was still occurring and leading to improved care for patients, staff and the local health economy.

The practice had patient safety as its top priority and had robust systems in place to ensure any untoward events were investigated in a thorough and open manner. Evidence from records indicated that the practice took every opportunity to learn from these and shared this amongst the whole team to prevent re-occurrence.

Looking after staff

Staff told us about the arrangements for planning and monitoring the number of staff and mix of staff needed to meet patients’ needs.

The practice had systems to provide staff with the information they needed. Staff used an electronic patient record to coordinate, document and manage patients’ care. All staff were fully trained on the system. This software enabled scanned paper communications, such as those from hospital, to be saved in the system for future reference.

Receptionists had also undertaken training and understood their responsibilities when acting as chaperones, including where to stand to be able to observe the examination.

In conclusion

It is clear University of Nottingham Health Service is providing an effective, responsive and well led service which is a real asset to the people living in this part of Nottinghamshire.

Feedback from patients and clinical teams was excellent and staff went above and beyond their level of duty to care for patients. The practice also had a positive working atmosphere and was committed to continuing to improve services for its patients.

Daniel Hammersley, Business Manager at The University of Nottingham Health Service, said:

“We found the inspection a helpful process in making us review our key commitments to safety, quality, responsiveness and leadership. We were delighted to be awarded outstanding status”.

Mazviita Chihoto, CQC inspector for Primary Medical Services in the central region, said:

“It is clear University of Nottingham Health Service is providing an effective, responsive and well led service which is a real asset to the people living in this part of Nottinghamshire.

“Feedback from patients and clinical teams was excellent and staff went above and beyond their level of duty to care for patients. The practice also had a positive working atmosphere and was committed to continuing to improve services for its patients.

“We found that the practice displayed an excellent understanding of the differing needs of their patients and staff demonstrated a commitment to help and support them. The practice proactively reached out to the community and worked with other organisations to improve patient outcomes. This included the use of innovative and pioneering approaches to promote services related to sexual health, contraception, travel, health screening, patient self-management and services for students experiencing mental ill health or eating disorders.

“All of this hard work pays off in making a real difference to patients – which is why we have found this practice to be Outstanding.”

You can read the full report from this inspection.

Last updated:
25 November 2015

 


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