Derby Urgent Care Centre

Updated 16 January 2019

Derby Urgent Care Centre opened in April 2015 and provides a nurse-led walk-in see and treat service for the population of Derby. The service is also available for patients who work or are passing through the Derby area, regardless of whether they are registered with a GP service elsewhere or not. The service is commissioned by South Derbyshire Clinical Commissioning Group (CCG) to provide assessment, care and treatment for both minor injury and minor illnesses.

The service is one of 10 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 is based near Otley in West Yorkshire. One Medicare Ltd has been the provider of this service since 2008, when it was classed as an open access centre.

The staffing structure consists of a nurse-led model with three advanced nurse practitioners who are prescribers, two nurse practitioners, a junior nurse practitioner, and three health care assistants. The service was in the process of recruiting four more advanced practitioner posts.

The day-to-day operational management of the service was led by a Clinical Services Manager who was also the Registered Manager for the centre. At the time of our inspection, this post had recently become vacant. However, interim arrangements had been put in place to ensure continuity. The service was currently supported by the provider’s Associate Director of

Operations & Performance, who is an advanced nurse practitioner and could also provide clinical support as needed. The administration team is headed by an Office Manager with four part-time receptionists and an administrator.

Derby Urgent Care Centre is registered with the CQC to provide the following regulated activities:

• Diagnostic and screening procedures
• Family planning
• Maternity and midwifery services
• Surgical procedures
• Treatment of disease, disorder or injury

All the regulated activities are offered from:

Derby Urgent Care Centre

Osmaston Road

Derby

DE1 2GD

The service has been inspected by the Care Quality Commission before. You can find all the previous reports by accessing our website and clicking on the “all reports” tab for Derby Urgent Care Centre.

The service displayed the previous inspection ratings in the patient waiting area. The previous inspection report was not displayed on the provider’s website, but the provider informed us that this was currently being reviewed and the report would be available on their website when this had been completed.

Updated 16 January 2019

This service is rated as Good overall. (Previous inspection December 2016 – Good)

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 Derby Urgent Care Centre on 12 December 2018. This inspection was planned and undertaken as part of a wider inspection of the provider (One Medicare Ltd). The provider had agreed to contribute to our Primary Care at Scale project.

At this inspection we found:

• From 1 November 2018, the centre had operated under a nurse-led model and GPs no longer provide input on site. However, there was a GP at provider level who was accessible for clinical escalation. We found that this transition had been managed effectively and this had not affected the continuity of the service.
• 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. Patient interviews and feedback received through CQC comment cards supported our observations.
• Patients could access care and treatment from the service within an appropriate timescale for their needs. The provider had consistently met targets on waiting times set by the commissioners.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.
• At our previous inspection in December 2016, we highlighted an area where the provider should make an improvement. This recommended formal training for reception staff participating in the streaming process. At this inspection, we found this had been completed and reception staff had received appropriate training to support this element of their role.

We saw the following area of outstanding practice:

• Two members of the team had completed safeguarding training at level four (GPs and safeguarding leads within primary care are usually trained to level three). The local authority safeguarding leads attended team meetings on site. These two factors helped embed the awareness and responsiveness to safeguarding concerns.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice.