• Doctor
  • Urgent care service or mobile doctor

Archived: Leicester City, Leicestershire and Rutland Out of Hours service

Overall: Good read more about inspection ratings

6 Smith Way, Grove Park, Enderby, Leicester, Leicestershire, LE19 1SX 0300 100 0404

Provided and run by:
DHU Health Care C.I.C.

All Inspections

20 to 21 Dec 2018

During a routine inspection

This service is rated as Good overall.

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 Leicester City, Leicestershire and Rutland Out-of-Hours Service on 20 and 21 December 2018 and 9 January 2019 as part of our inspection program. The service had not been previously inspected.

At this inspection we found:

  • 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.
  • Some staff we spoke with said that were reticent to raise concerns for fear of repercussions.
  • They also told us that the staffing levels in the home visiting and night nursing service did not always ensure that patients got seen in a timely manner.
  • 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.
  • Patients could access the out-of-hours service within an appropriate timescale for their needs.
  • The service took patient feedback and experiences seriously, and had an effective system and process to gather patient views and act upon them where necessary.
  • There was a strong focus on continuous learning and improvement at all levels of the organisation.

The provider should;

  • Review their systems to assure themselves that where sessional GPs used their own equipment, it was safe and appropriate.
  • Review the infection prevention and control measures at Leicester Royal Infirmary.
  • Review their process to ensure prescription security across all sites.
  • Review the process to encourage staff to raise concerns and to feedback on the concerns raised.
  • Review the on-call manager system to provide assurance to staff.
  • Continue to review staffing levels of the home visiting service and night nursing service.

Dr Rosie Benneyworth BM BS BMedSci MRCGP
Chief Inspector of Primary Medical Services and Integrated Care