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BARDOC - Moorgate Primary Care Centre Good

All reports

Inspection report

Date of Inspection: 14 June 2013
Date of Publication: 13 July 2013
Inspection Report published 13 July 2013 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 14 June 2013, observed how people were being cared for and talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

We saw that National Quality Requirement (NQR) information for out of hours services was kept and analysed by the provider. This gave information such as the length of time for telephone calls to be answered and the length of time a patient waiting for a doctor or nurse to telephone them back. It was highlighted when the NQRs were not met for any reason. The manager was then able to redirect staffing resources if this was necessary.

The provider issued a patient feedback questionnaire to patients each month and a report was compiled from their responses. We saw the results were compared to those of previous months. Patients were asked questions relating to their first telephone contact with the service, their contact with a health professional and their overall satisfaction.

The performance of nurses was checked on a monthly basis. This audit included the number of telephone calls they made to patients and what follow up action was taken following these calls. Doctors were also checked, with at least one call each month being audited by an experienced clinician. In addition, information requested from or given to patients by call handlers was regularly checked.

We saw that any trends relating to the performance of the service were identified, so improvements could be made accordingly.