13 March 2018
During a routine inspection
This service is rated as Good overall. (Services not previously inspected)
The key questions are rated as:
Are services safe? – Good
Are services effective? – Good
Are services caring? – Good
Are services responsive? – Good
Are services well-led? – Good
We carried out an announced comprehensive inspection at WALDOC Communications Centre 13 March 2018. This was part of our inspection programme.
At this inspection we found:
- The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.
- The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
- Staff involved and treated people with compassion, kindness, dignity and respect.
- Patients were able to access care and treatment from the service. Comments received from patients demonstrated that appointments were offered at convenient times for patients.
- There was a strong focus on continuous learning and improvement at all levels of the organisation.
- There was clear leadership and staff felt supported by management.
The areas where the provider should make improvements are:
Complete all employment checks consistently and in line with the newly refreshed recruitment policy.
Include detail about severe infections and associated conditions into existing protocol for call handlers determine call is a priority.
Formalise the root cause analysis process for incidents and complaints.
Record that infection control action plan actions have been completed.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice