Twins Medical Services

This was the first time we inspected 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 assessed risks to patients, acted on them and kept good care records. The service had systems in place to manage safety incidents.
• Staff provided good care. The service monitored response times. Managers monitored the effectiveness of the service. Staff worked well together for the benefit of patients. Services were available seven days a week.
• Staff told us they treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions.
• 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.
• Leaders ran services well using reliable information systems. 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 sought to engage with patients to plan and manage services and all staff were committed to improving services continually.

However:

• The service did not consistently operate effective governance processes.
• The service did not have evidence that risks to the service were reviewed regularly.
• The service did not have an appraisal or supervision system to support staff development and review competence.
• Information about service performance was not centrally recorded or analysed.
• The service did not formally engage with staff.