London Office

This was the first inspection of London Office. We rated it as good because:

• The service had enough staff to provide a safe service. The service controlled infection risk well. Staff had training in key skills, understood how to identify abuse, and managed safety well. Staff assessed risks, acted on them and kept good records. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
• Managers monitored the effectiveness of the service and made sure clinical staff were competent. There were escalation processes for unexpected and significant findings. Staff worked well together for the benefit of patients and had access to good information.
• Staff treated patients with compassion, respect and kindness.
• Referring organisations and clinicians could access the service when they needed it. Referring clinicians and organisations receive their reports within the agreed time frame.
• The service planned care to meet the needs of patients and referring organisation and took account of patients’ individual needs and made it easy for people to give feedback.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff felt respected, supported and valued. Staff were clear about their roles and accountabilities. The service engaged well with patients, staff and referring organisations and all staff were committed to improving services continually.

However,

• Some of the governance systems and processes for peer reviewing of cardiac reports and escalation of significant findings standard operating procedure were relatively new, more time was needed to embed these new processes into practice.