Procare Office

Updated 29 November 2022

Procare community services is a subsidiary company of Procare Health Limited, the local GP federation for the Guildford & Waverley Care Commissioning Group (CCG) area in Surrey.

We inspected the Procare Office location which is a service provided by Procare Community Service limited.

It is a joint venture between Procare and the Royal Surrey County Hospital (RSCH) which was set up with the aim to help put primary care back at the heart of patient care and to help people maintain their health and independence and prevent unnecessary hospital admission. Procare holds a single contract which is a subcontract from the RSCH. The service was sub-contracted to provide adult community nursing which was part of the community health services for adults directorate.

Procare is running these services to improve the integration between GP, community and hospital services so that they work more closely together.

The service operates 24 hours a day, 365 days a year through teams of registered nurses, district nurses, community matrons, community night nursing, associate practitioners and health care assistants.

The service is run across four Primary Care Networks (PCN) and has four clinical leads/district nurses aligned to each PCN. There are two PCN’s in Waverley; the community nursing teams supporting these PCN’s are based in Milford Hospital, Cranleigh Hospital and Haslemere Hospital. The Procare registered office is also based in Haslemere hospital. There are two PCN’s in Guildford, the community nursing teams supporting these PCN’s are based in East Horsley and The Jarvis Centre.

Procare adult community nursing service provides nursing assessment, care, treatment, advice and support to those aged 18 years old and over in their own home setting. Support and care is provided to those who need this in their own homes to manage complex conditions such as mental, physical health and disability that would otherwise make the individual need a hospital admission. The provider works closely with local hospices when End of Life patients are being cared for in their own homes.

The services provided include district, community nursing and they complement the services provided by GP practices, RSCH and other healthcare organisations.

Procare does not provide inpatient beds, therapy services or podiatry services

The local community nursing teams are attached to local GP practices and are led and managed by a qualified district nurse (District Nurses are senior nurses in the United Kingdom's National Health Service who manage care within the community).

The service registered with Care Quality Commission (CQC) in July 2020 and this was the first inspection.

The service is registered to provide the treatment of disease, disorder or injury, and diagnostic and screening procedures. There was a registered manager in post at the time of the inspection.

Updated 29 November 2022

This was the service’s first inspection. We rated it as good because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well.
• The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them.
• Staff provided good care and treatment, gave patients pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients.
• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• There was a strong continuous improvement and innovative practice.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountability. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However

• Staff were not always initiating the duty of candour process when things went wrong.

• Not all patients knew the processes to follow when they needed to raise a concern or complaint.

• Staff did not always receive regular clinical supervision.

Updated 29 November 2022