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Care UK - NHS 111 South West Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 23 August 2019

This service is rated as Outstanding overall. (Previous inspection September 2016 – Good)

The key questions are rated as:

Are services safe? – Outstanding

Are services effective? – Outstanding

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Outstanding

We carried out an announced comprehensive inspection at Care UK – NHS 111 South West on 12 and 13 June 2019 as part of our inspection programme.

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 and the culture ensured all staff were engaged to deliver high quality person centred care.

We saw areas of outstanding practice:

  • The implementation of a safeguarding hub, accessible 24 hours a day, to improve referrals for children and adults in need or at risk of abuse, had increased referrals, improved non-clinical and clinical handovers through implementation of handover tools, improved clinical availability during peak service demand and ensured follow-up for serious concerns to assure the service action had been taken.
  • There was a well-embedded culture of high quality sustainable care such as the bridge team, an operational and clinical team which reviewed patients risks and the effectiveness and appropriateness of the care and performance across the region immediately, as it happened. This meant experienced staff, supported by comprehensive risk assessments, assessed and responded to patient risks quickly to ensure they received the most appropriate care and treatment.
  • We saw a strong focus on continuous learning, quality improvement and risk management from complaints and incidents and performance management which included joint working and shared governance with partner organisations. The service demonstrated plans were consistently implemented, and had a positive impact on quality and sustainability of services. Improvement was evident as a result of shared learning and reviews with stakeholders. This included adapting auditing tools for quality assurance purposes to ensure learning was embedded and implementation of communication tools and apps. These processes were inclusive to agency staff.
  • There was a strong focus on staff wellbeing. For example, implementation of resources to improve the working environment such as equipment, apps and the foundation bay. The implementation of the foundation bay for new health advisors had improved staff competencies and job retention.

The areas where the provider should make improvements are:

  • Respond to direct questions raised within formal complaints about the service.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Inspection areas

Safe

Outstanding

Updated 23 August 2019

Effective

Outstanding

Updated 23 August 2019

Caring

Good

Updated 23 August 2019

Responsive

Good

Updated 23 August 2019

Well-led

Outstanding

Updated 23 August 2019