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Archived: North Nottinghamshire Out of Hours Good Also known as Central Nottinghamshire Clinical Services

The provider of this service changed - see new profile

Reports


Inspection carried out on 17 & 20 April 2015

During a routine inspection

We carried out a comprehensive inspection of North Nottinghamshire Out of Hours on 17 April 2015 and 20 April 2015. Overall this out-of-hours service is rated as good. Specifically we found this provider to be good for providing safe, effective, caring, responsive and well-led services.

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

  • The out-of-hours service provided safe care and treatment. North Nottinghamshire Out of Hours had procedures in place which identified and minimised risks to patients who used the service.

  • Staff delivered safe care and treatment.

  • The out-of-hours service was responsive to patients’ needs. It provided face-to-face consultations, telephone consultations and home visits depending on the needs of patients.

  • The out-of-hours service had procedures in place to monitor the effectiveness of its patient care and treatment. This was carried out in a consistent way which ensured the performance of the out-of-hours service was closely monitored.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Inspection carried out on 12 and 13 February 2014

During a routine inspection

North Nottinghamshire out-of-hours, known as Primary Care 24 provides out-of-hours General Practitioner (GP) services for around 300,000 people living within northern Nottinghamshire.

We carried out the inspection as part of our new inspection programme to test our approach going forward. It took place over two days with a team including that included a CQC inspector, a GP, a GP practice manager and an expert-by-experience.

We found the service was effective in meeting patient needs and had taken positive steps to ensure people who may have difficulty in accessing services were enabled to do so. There was an effective system to ensure that patient information was promptly shared with each patient’s own GP to ensure continuity of care. However where patients were not registered with a GP in the area covered by the service, for example tourists or visitors, no process was in place to pass information to their own GP.

Patients told us that they were happy with the care and treatment they received and felt safe. There were robust systems in place to help ensure patient safety through learning from incidents and the safe management of medicines. The provider had taken robust steps to ensure that all staff underwent a thorough and rigorous recruitment and induction process to help ensure their suitability to care for patients.

Patients experienced care that was delivered by dedicated and caring staff. People we spoke with said staff displayed a kind and caring attitude and we observed patients being treated with respect and kindness whilst their dignity and confidentiality was maintained.

There were effective systems in place to ensure the service could be delivered to the widest range of patients with varying levels of need. There was good collaborative working between the provider and other healthcare and social care agencies which ensured patients received the best outcomes in the shortest possible time.

We found that the service was well-led and managed by an enthusiastic and knowledgeable senior management team, and their values and behaviours were shared by staff. Members of the staff team we spoke with all held very positive views of the management and leadership and felt well supported in their roles. They told us the senior managers were approachable and listened to any concerns or suggestions they might have to improve the level of service provision.

We found the numbers of staff who had completed mandatory training was low. The provider had identified the deficiency and had an action plan in place to address the situation.