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Ealing Urgent Care Centre Good

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 4 October 2017

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Ealing Urgent Care Centre on 20 & 29 June 2017. Overall the service is rated as good.

Our key findings across all the areas we inspected were as follows:

  • There was an open and transparent approach to safety and an effective system in place for recording, reporting and learning from incidents.
  • Risks to patients were assessed and well managed.
  • Patients’ care needs were assessed and delivered in a timely way according to need. The service met the National Quality Requirements.
  • Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
  • There was a system in place that enabled staff access to patient records. The UCC staff provided information to other services, for example the local GP and hospital following contact with patients as appropriate.
  • The service managed patients’ care and treatment in a timely way.
  • Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
  • Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
  • The service worked proactively with other organisations and providers to develop services that supported alternatives to hospital admission where appropriate and improved the patient experience.
  • The service had good facilities and was well equipped to treat patients and meet their needs.
  • There was a clear leadership structure and staff felt supported by management. The service proactively sought feedback from staff and patients, which it acted on.
  • The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider should make improvement are:

  • Maintain arrangements for the safe tracking of prescription logs.

We saw areas of outstanding practice:

  • The service had developed a paediatric observation bay, following the removal of onsite acute paediatric services at Ealing Hospital in July 2016.The service had recognised the need to develop robust pathways to manage and transfer very sick children to nearby paediatric units. The unit had a specific paediatric observation area with dedicated paediatric nursing staff.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Inspection areas

Safe

Good

Updated 4 October 2017

The service is rated as good for providing safe services.

  • The organisation encouraged a culture of reporting and learning from incidents. There was an effective system in place for recording, reporting and learning from incidents and the level and quality of incident reporting ensured a reliable picture of safety.

  • From the sample of documented examples we reviewed, we found there was an effective system for reporting and recording incidents; lessons were shared to make sure action was taken to improve safety in the service. When things went wrong patients were informed as soon as practicable, received reasonable support, truthful information, and a written apology.

  • The service had clearly defined and embedded systems and processes in place to keep patients safe and safeguarded from abuse.

  • Medicines were securely stored.

  • Staff were aware of their responsibilities regarding information sharing, documentation of safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours.

  • Risks to patients were assessed and well managed.

Effective

Good

Updated 4 October 2017

The service is rated as good for providing effective services.

  • The service was meeting the urgent care targets which had been agreed with the local CCG.

  • Staff assessed needs and delivered care in line with current evidence based guidance.

  • Clinical audits demonstrated quality improvement.

  • Staff had the skills, knowledge and experience to deliver effective care and treatment.

  • There was evidence of appraisals and personal development plans for all staff.

  • Staff worked with other health care professionals to understand and meet the range and complexity of patients’ needs.

Caring

Good

Updated 4 October 2017

The service is rated as good for providing caring services.

  • We saw staff treated patients with kindness and respect, and maintained patient and information confidentiality.

  • Patients said they were treated with compassion, dignity and respect and they were involved in decisions about their care and treatment.

  • Information for patients about the services available was easy to understand and accessible.

Responsive

Outstanding

Updated 4 October 2017

The service is rated as outstanding for providing responsive services.

  • The service reviewed the needs of patients and engaged with the clinical commissioning group to secure improvements to services where these were identified. For example the need for paediatric specialist services had been recognised and these were being provided by specialist trained staff.

  • The service was open 24 hours a day and seven days a week. It was accessible to patients with mobility difficulties.

  • There were accessible facilities, an induction hearing loop and interpreter services.

  • Children were assessed as a priority and the facility had designated children’s seating and treatment area. Baby changing and breast feeding facilities were available.

  • Information about how to complain was available and easy to understand and evidence showed the provider responded promptly and openly to issues raised.

  • Learning from complaints was shared with staff, organisation-wide and with other stakeholders.

Well-led

Good

Updated 4 October 2017

The service is rated as good for being well-led.

  • The service had a clear vision and strategy to deliver high quality care and promote good outcomes for patients. Staff were clear about the vision and their responsibilities in relation to it.

  • There was an overarching governance framework which supported the delivery of the strategy and good quality care. This included arrangements to monitor and improve quality and identify risk.

  • The provider was aware of and complied with the requirements of the duty of candour. The provider encouraged a culture of openness and honesty.

    The service had systems in place for notifiable safety incidents and ensured this information was shared with staff and any appropriate action was taken.

  • The service proactively sought feedback from staff and patients, which it acted on.

  • There was a strong focus on continuous learning and improvement at all levels.