- Urgent care service or mobile doctor
Bracknell Urgent Care Centre
Assessment report published 1 July 2025
Contents
Ratings
Our view of the service
Bracknell Urgent Care Centre is located in a purpose built ‘Healthspace’ near the centre of Bracknell which provides urgent care services to the local population and the surrounding areas. The service is commissioned by Frimley Integrated Care Board to provide assessment, care and treatment for both minor injury and minor illnesses. Minor injury patients are seen as ‘walk-ins’ and referred from NHS pathways such as the NHS 111 service. Minor illness patients are pre-booked into the service by their own GP practice through local Primary Care Networks.
The service is one of 13 registered services managed and operated by One Medicare Ltd (the provider). These include urgent care centres, GP practices, and walk-in services. The provider’s head office and operations centre are based near Otley in West Yorkshire.
We carried out this inspection to follow up on the breaches of regulation identified at our previous inspection.
At this inspection we found there were enough staff with the right skills, qualifications and experience. Managers ensured staff received training and regular appraisals to maintain high-quality care. Effective processes were in place for human resources, recruitment and staffing, including staff inductions, mandatory training compliance, and regular clinical supervision with prescribing audits in place to monitor patients’ care and treatment. There were areas of outstanding practice, in relation to improving outcomes for minor injury patients through the collaborative work and review of patient discharges with the ‘Virtual Fracture Clinic’ pathways at Frimley hospital, Royal Berkshire hospital and Wexham Park hospital. This included daily clinician reviews of patient x-rays, ensuring that any fractures or injuries that may have been missed initially are identified and appropriately managed. However, the service did not always have effective oversight to ensure required actions had been taken in relation to premises risk assessments and lone working arrangements, this meant there was a risk to the health and safety of service users and staff. Since the last inspection, the practice had made improvements and is no longer in breach of regulations.
People's experience of this service
Patients were positive about their care and treatment. The service had systems to request feedback routinely from all patients who attended the service. Feedback and complaints were used to improve services and procedures.
The practice had monitored results from regular staff surveys and feedback we received identified staff felt supported and viewed the leadership positively.
We reviewed feedback sent directly to the Care Quality Commission and patient feedback received by the provider. Staff and patients reported a positive experience of the service, including care and treatment provided by staff and effective clinical leadership.
The latest Healthwatch report from December 2024 provided positive overall findings, particularly in relation to access waiting times and patient satisfaction with care and treatment. Patient suggestions for improvement included extending the service to allow diagnosis of issues that currently require patients to travel to hospital, improved signage within the premises and allowing walk-ins for illness as well as minor injury.