GTD Healthcare Head Office

Updated 5 July 2019

gtd healthcare is a not for profit provider of primary care, urgent care and out-of-hours dental services across North West England. The gtd healthcare Head Office is located at New Century House, Progress Way, Denton, Manchester M34 2GP.

The service covers a population of approximately 1.2million people across the Northwest of England. The service is a large employer, with approximately 550 staff employed in a range of roles including GPs, nurse practitioners, nurse prescribers, nurses, pharmacists, reception staff, care co-ordinators, drivers, health care assistants and managers. They serve a diverse population and geography from large inner cities such as Manchester to rural areas such as Glossop.

gtd healthcare Head Office provides a clinical hub for a number of urgent care and Out of Hours services and have satellite centres (branches) across the region which include, eight Out of Hours satellite centres and five location in which they provided seven day, GP Primary Care extended hours services:

• Ashton–Under–Lyne based at Ashton Primary Care Centre, Old Street, Ashton Under Lyne, OL6 7SF. This site is open from Monday to Friday from 6pm to 11pm, Saturdays from 8am to midnight and Sundays and Bank Holidays from 9am to midnight. This site also provides GP Primary Care extended hours provision.
• Oldham based at Royal Oldham Hospital, (Entrance A Fracture Clinic), Rochdale Road, OL1 2JH. This site is open from Monday to Friday from 6pm to 8am and 24 hours on Saturdays, Sundays and Bank Holidays.
• North Manchester based at North Manchester General Hospital, (Outpatient Department), Delaunays Road, Crumpsall, Manchester, M8 5RB. This site is open from Monday to Friday from 7pm to 10pm and from 9am to 10pm at the weekends.
• Central Manchester based at Manchester Royal Infirmary, (T&O Fracture Clinic), Oxford Street, Manchester, M13 9WL. This site is open from Monday to Friday from 7pm to 8am and 24 hours on Saturdays, Sundays and Bank Holidays.
• South Manchester based at Wythenshawe Hospital, Fracture Clinic (Near A&E), Southmoor Road, Manchester, M23 9LT. This site is open from Monday to Friday from 7pm to 8am and 24 hours on Saturdays, Sundays and Bank Holidays.
• Southport based at Southport District General Hospital, (Separate building 10m past A&E on right), Town Lane, Kew, Southport, PR8 6PN. This site is open from Monday to Friday from 6:30pm to 11pm and from 8am to 11pm at the weekends.
• Litherland based at Litherland Health Centre, Hatton Hill Road, Litherland, Liverpool, L21 9JN. This site is open from Monday to Friday from 6:30pm to 11pm and from 8am to 11pm at the weekends.
• Formby based at Formby Clinic, Philips Lane, Formby, L37 4AY. This site is open weekends from 4:30pm to 8am.
• GP extended hour provision was provided across five locations in Tameside and Glossop operating from 6:30pm to 9pm and weekends at two location Ashton primary care centre 8am to 8pm and Glossop primary care centre 9am to 1pm.

For the purposes of this inspection we inspected the head office, the clinical hub located within the head office and the services based at Ashton Primary Care Centre.

The service is contracted by four local clinical commissioning groups (CCGs) to provide OOH primary medical services to registered patients and those requiring immediate necessary treatment when GP practices are closed which includes overnight, during weekends, bank holidays and when GP practices are closed for training. These include, Southport & Formby and South Sefton CCG's, the Manchester CCG's, Tameside & Glossop CCG and Oldham CCG. Within Tameside and Glossop CCG, they provide a Primary Care Access Service (PCAS) which is a combination of out of hours, alternative to transfer and seven day extended access.

gtd healthcare Head Office is registered to provide the following regulated actives:

• Treatment of disease, disorder or injury,
• Diagnostic and screening procedures,
• Transport services, triage and medical advice provided remotely.

The provider (GoToDoc Limited) also run two Integrated Urgent Care Centres (IUCC) in Preston and Chorley which we inspected in October 2017. Both were rated as good overall and outstanding in well-led.

Updated 5 July 2019

This service is rated as Good overall. (Previous inspection February 2017 – Good)

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? – Outstanding

We carried out an announced comprehensive inspection at gtd healthcare Head Office on 21 – 22 May 2019 as part of our inspection programme, due to relocation of the head office in June 2018. (The relocation did not affect any of the organisations Out of Hours satellite locations.)

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.
• 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 were able to access care and treatment from the service within an appropriate timescale for their needs.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

We saw several areas of outstanding practice:

• The service offered all staff a chance every year to bid for innovation funds that would benefit the organisation or the local community. We saw evidence of where this fund had been invested over the year and in the previous four years. For example, a couch to 5K running programme and ‘Gift a Shift’, where staff can take a day off each year to volunteer their services to charity.
• The provider worked collaboratively with external stakeholders on a range of initiatives to improve access to care and patient experience for those who were vulnerable, including work to support and manage frequent callers to the service.
• There were innovative approaches to providing patients with access to care and treatment as an alternative to emergency services. For example, the Alternative To Transfer (ATT) programme and piloting a Virtual Clinical Assessment Service (VCAS).
• There was a strong emphasis on staff wellbeing. Examples of initiatives taken were a Health and Wellbeing Charter being developed with staff, the introduction of Mental Health First Aiders and funding yoga programmes.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care.