• Community
  • Community healthcare service

Keynsham Health Centre

Overall: Outstanding read more about inspection ratings

St Clements Road, Keynsham, Bristol, Avon, BS31 1AF (0117) 946 1000

Provided and run by:
HCRG Care Services Ltd

Important: The provider of this service changed. See old profile

Latest inspection summary

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Background to this inspection

Updated 6 October 2022

Virgin Care was rebranded as HCRG Care Services Ltd. and acquired by Twenty20 Capital in December 2021.

HCRG Care Services Ltd. provides community health and care services for adults by looking after their physical, mental health and wellbeing. HCRG Care Services Ltd. works in partnership with the NHS and local authorities to transform and deliver intermediate care, primary care, pathway and diagnostic services for everyone in the area through their community services.

The adult community services are delivered in a person’s home or in a nearby local care setting. Bath and North East Somerset (BaNES) Council, the NHS and BaNES Clinical Commission Group (CCG) work alongside HCRG Care Services Ltd. to provide services locally. The district nurses are based within Keynsham Health Centre.

Keynsham Health Centre is one of five bases within the BaNES area and provide the following specialist nursing services including heart failure, intravenous therapy, lymphoedema, and leg ulcer and community nursing services, therapy, reablement outpatients’ services.

The service is regulated for the following activities:

  • Personal care
  • Treatment of disease, disorder or injury
  • Diagnostic and screening procedures

We spoke with:

  • Nine staff including district nurses and specialist nurses
  • Three service leads
  • Six patients and two carers/relatives
  • Head of Operations
  • Reviewed five care records
  • Attended an IV therapy clinic, a lymphoedema clinic, a respiratory clinic and a heart failure clinic
  • Reviewed electronic performance data for the various services.

What people who use the service say

We spoke with three patients attending an outpatient clinic and they were extremely complimentary of their treatment. They stated that the nurses were “excellent” and made attending the clinic more of a social interaction than medical treatment, while still getting the “job done.”

Patients told us they were happy with the service they received and said they treated their visits to the clinics as a “good social opportunity to chat and meet new people, rather than just a specified treatment process.”

One patient spoke very highly of the nurses holding the clinic they attended and said their care had been excellent throughout. They also told us that staff had helped them “understand their illness so much and eased anxieties around it” while another said staff had “kept them informed” and offered an “excellent service.” They said they were more than 100% satisfied with the service received.”

We spoke with three patients and two carers by telephone. They said staff were “kind, respectful and polite at all times.”

Everyone we spoke with said they had confidence in the staffs’ ability. Staff provided a “first class service.”

Overall inspection


Updated 6 October 2022

During this inspection we visited two community adults’ locations within the Bath and North East Somerset (BaNES) area. Our findings reflect the findings across the community adults’ services. Any variances to the service provided is reflected within the individual reports. This report relates only to the Keynsham Health Centre and the services provided there.

Keynsham Health Centre is one of five bases within the BaNES area that provides community health and care services for adults by looking after their physical and mental health and wellbeing.

We rated this location as outstanding because:

  • Services were tailored to meet the needs of individuals and were delivered in a way to ensure flexibility, choice and continuity of care. Individual needs and preferences were central to the planning and delivery of tailored services. Patients could access services in a way and at a time that suited them.
  • The involvement of other organizations’ and the local community was integral to how services were planned and ensured that services met people’s needs. There was good interaction between the local GPs and the services provided.
  • The leadership, governance and culture were used to drive and improve the delivery of high-quality person-centred care. Comprehensive strategies in place ensured the delivery and development of the desired culture. Leaders had a shared purpose, strove to deliver and motivate staff to succeed.
  • While the service had staff vacancies, they used regular bank and agency staff to maintain care for patients that kept them safe.
  • Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service-controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records.
  • The service used systems and processes to administer and record medicines safely. The service recorded safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
  • Team leaders monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information.
  • There was a proactive approach to understanding the needs of different groups of people and to deliver care in a way that met these needs and promoted equality. This included patients with complex needs.
  • Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers. The patients we spoke with were happy with their care and described the service as “excellent” and “caring.”
  • The service provided care to meet the needs of local people, took account of patients’ individual needs, and ensured people were able to give feedback. People could access the service when they needed it and received the right care in a timely way. It worked well with external agencies and organisations to plan care.
  • Leaders were knowledgeable about quality issues and had the experience and capability to ensure that the strategy could be delivered. Leaders encouraged cooperative, supportive relationships among staff so that they felt respected, valued and supported.
  • Governance and performance management arrangements were proactively reviewed and reflected best practice. There was an effective and comprehensive process in place to identify, understand, monitor and address current and future risks.
  • Leaders actively reviewed complaints and how they were managed and responded to, and improvements were made as a result across the service.