Wylie Health Ltd

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

We looked for evidence that people were protected from abuse and avoidable harm.

We assessed all quality statements in the safe key question. This is the first inspection for this service since its registration with CQC. This key question has been rated as Good.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service had a proactive and positive culture of safety, based on openness and honesty. They actively listened to concerns about safety and thoroughly investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

People felt supported to raise concerns and felt staff treated them with compassion and understanding. The manager encouraged staff to raise concerns when things went wrong. Staff felt there was an open culture, and that safety was a top priority. The provider had processes for staff to report incidents, near misses and safety events. There was a system to record and investigate complaints, and when things went wrong, staff apologised and gave people support. Learning from incidents and complaints resulted in changes that improved care for others. An instance was identified where a patient received incorrect blood pressure information. The provider responded in line with a strong safety and learning culture by proactively contacting the patient to explain the error, provide reassurance, and offer an apology, even though no complaint had been raised. The incident was openly discussed with staff as a learning opportunity, reinforcing the importance of accurate record-keeping and supporting continuous improvement in patient safety.

The service worked with people and healthcare partners to design, establish and maintain safe systems of care, in which safety was well managed and monitored. They made sure there was always continuity of care, including when people moved between different services.

There were systems in place for processing information relating to new patients. Referrals and test results were managed in a timely way. The service worked with other providers such as people’s usual NHS GP to deliver shared care as patients often transitioned between NHS and private care due to various reasons. We saw clear documentation and effective signposting to help people understand the risks and benefits of moving between the two systems. Transitions were managed smoothly, with the provider clearly explaining the scope and limitations of NHS care such as appointment availability and prescribing boundaries so patients knew what to expect. This helped prevent unrealistic expectations and reduce pressure on NHS GPs.

The service worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. They concentrated on improving people’s lives while protecting their right to live safety, free from bullying, harassment, abuse, discrimination, avoidable harm, and neglect. The service shared concerns quickly and appropriately.

Safeguarding policies were in place and known to staff, who were appropriately trained in safeguarding procedures. The practice understood how working in partnership with other organisations kept people safe. The provider was the safeguarding lead, and staff were aware how to make referrals.

The service worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

Emergency equipment was available and maintained. Staff could recognise a deteriorating patient and knew of action to take. Patients were advised on risks related to their condition and actions to take if their condition deteriorated.

The service detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

Contracts were in place to ensure the premises were maintained safely and appropriately. There was a business continuity plan in place which was monitored and reviewed.

Staff received appropriate training relevant to their role. Recruitment checks were carried out in accordance with regulations. Staff told us they were given time and support to develop their training in specialist treatments. Training included Safeguarding, Chaperoning and health and safety.

We found training was up to date, learning needs and development of staff was managed appropriately, and staff were working within their agreed areas of competence. Safe recruitment practices were followed.

The service assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

Infection prevention and control l audits had been completed including hand hygiene. We observed the environment to be visibly clean. Cleaning schedules were in place and followed. Risk assessments and audits were completed, staff were appropriately vaccinated and risk assessments were in place.

The service made sure that medicines and treatments were safe and met people’s needs, capacities and preferences.

We saw medicines were managed safely. The provider had effective systems to manage and respond to safety alerts and medicine recalls. Emergency medicines and medical oxygen were stored safely, and the appropriate risk assessments had been completed. Audits were regularly completed to ensure stock levels remained optimal, and that medicines were within the expiration dates. The provider had a policy to not prescribe controlled drugs. They told us that this was to reduce the risk of harm or misuse as they did not have access to full medical records of some patients. They stated that where they felt these drugs may be required, they advised the patient to speak with their NHS GP. Our review of clinical records confirmed this. The provider communicated information such as medication changes and reviews with the patients existing NHS GP via a clinic letter which was sent post appointment.

The provider ensured that medicines prescribed were suitable and within the scope British National Formulary (BNF). This ensured safe, effective and consistent prescribing aligned with national standards.