Parkway

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question good. At this inspection the rating changed to requires improvement. This meant the service management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

This section was assessed using findings that are applicable to the whole Parkway site, which are included in the appropriate section of the surgery report.

This section was assessed using findings that are applicable to the whole Parkway site, which are included in the appropriate section of the surgery report.

This section was assessed using findings that are applicable to the whole Parkway site, which are included in the appropriate section of the surgery report.

This section was assessed using findings that are applicable to the whole Parkway site, which are included in the appropriate section of the surgery report.

This section was partly assessed using findings that are applicable to the whole Parkway site, which are included in the appropriate section of the surgery report.

The service had considered risks relating to outpatients which were discussed alongside other services at regular governance meetings. The most significant risks identified as failing to meet contractual obligations relating to medical reports and onward referrals, and the lack of a back-up microscope for use in ENT. While controls were recognised for these risks, as with other areas of the service it was not recorded when these risks had been first recognised, and there were no timescales for mitigating actions or review of each risk.

This section was partly assessed using findings that apply to the whole Parkway site, which are included in the appropriate section of the surgery report.

We saw evidence of the ENT and audiology service meeting regularly with the relevant integrated care board (ICB), which included service quality performance updates as well as an action log that outlined the individual taking responsibility for the action and target completion rates.

This section was partly assessed using findings that apply to the whole Parkway site, which are included in the appropriate section of the surgery report.

The audiology service is currently piloting an AI-powered triage system, which analyses referral information and predicts the appropriate triage outcome. Its machine-learning model has been trained using historical referral data and currently achieves around 95% accuracy compared to a human triage system. With further development, the service hopes the system can help reduce over-referral or mis-referral to other services, which can improve efficiency and allow more time for clinical care.