Archived: Angel Medical Service Limited

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Angel Medical Service Limited, a walk-in centre, on 21 March 2017. Overall the practice 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 for reporting and recording significant events.
• Risks to patients were assessed and well managed.
• 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.

• The service informally audited and reviewed individual assessments, investigations and where necessary diagnosis and treatment. However, there was no clear feedback trail from this audit or evidence that the learning was shared with both individuals and all staff as relevant.

• Feedback from patients about access to the service and treatment received was consistent and highly positive.

• 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 understood the needs of the changing local population, increased demand on local health services and had planned services to meet those needs.

• 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 must make improvement are:

• The service should review the process for auditing performance of individual clinicians including, individual assessments, investigations and where necessary diagnosis and treatment. Ensuring that there is a clear feedback trail from the audits and evidence that the learning is shared with both individuals and all staff as relevant.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice