29 May 2019
During a routine inspection
We carried out an announced comprehensive inspection at Veincentre Stoke on 29 May 2019 as part of our inspection programme.
Veincentre Stoke is based in Stoke-on-Trent, Staffordshire and provides specialist non-surgical diagnosis and treatment for adults suffering from venous insufficiency, a condition that occurs when the venous walls or valves in the leg veins are not working effectively.
Dr David West is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
Twenty-nine patients provided feedback about the service through our Care Quality Commission (CQC) comment cards. Six patients contacted the CQC directly to share their experience of the service. Feedback obtained clearly demonstrated positive outcomes for patients. Patients told us staff were excellent, caring, helpful, professional and friendly. They told us they were involved in decisions about their care and the service was good value for the money they had paid. They considered the clinic provided an excellent service with the care and treatment exceeding their expectations. Patients also told us they were given all the information they needed to make an informed decision about their treatment options in advance of their treatment in addition to receiving detailed aftercare support and advice.
Our key findings were :
- There was a transparent approach to safety with effective systems in place for reporting and recording adverse incidents.
- There were effective procedures in place for monitoring and managing risks to patient and staff safety. For example, there were arrangements in place to safeguard vulnerable people from abuse, and to ensure the premises were safe for patients, staff and members of the public.
- There were systems in place for checking emergency equipment however, they were not always effective. This was rectified immediately after our inspection.
- There were systems in place for the appropriate and safe handling of medicines however, records were not always completed in line with national guidance following the administration of medicines. This was rectified immediately after our inspection.
- Patients received detailed and clear information about their proposed treatment which enabled them to make an informed decision. This included costs, risks and benefits of treatment.
- Clinicians assessed patients according to appropriate guidance, legislation and standards and delivered care and treatment in line with current evidence-based guidance.
- Staff were supported through supervision, training, coaching and mentoring appropriate to their role.
- Patient feedback was that staff were excellent, caring, helpful, professional and friendly.
- Patients were offered appointments at a time convenient to them and with the same clinician to ensure their continuity of care and treatment.
- Information about services and how to complain was available and easy to understand.
- The provider was aware of, and complied with, the requirements of the Duty of Candour.
- There was evidence of continuous improvement and innovation.
We saw the following outstanding practice:
- Veincentre Stoke delivered a super specialist service to treat varicose veins. (A super specialist is a sub-specialist who has self-limited their practice to one aspect of a sub-specialty). This single disorder management enabled more efficient working and delivery of care and treatment. Data showed to us by the service demonstrated outcomes for patients undergoing treatment for varicose veins were above national thresholds. For example, lower complication rates and higher patient reported outcome measures.
The areas where the provider should make improvements are:
- Follow and act on their own processes for checking that emergency equipment is in date.
- Monitor staff compliance with completion of records made following the administration of medicines.
- Review their processes for assessing that staff are physically and mentally suitable to carry out their role.
Dr Rosie Benneyworth BM BS BMedSci MRCGP
Chief Inspector of Primary Medical Services and Integrated Care