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Leicester community service for the homeless is rated as Outstanding by the Care Quality Commission

5 February 2015
Inclusion Healthcare Social Enterprise CIC
  • Media

The Care Quality Commission (CQC) has found the quality of care provided by Inclusion Healthcare Social Enterprise CIC in Leicester to be Outstanding following an inspection carried out in November 2014.

Inspectors found that the city centre primary health care service which provides accommodation and care for homeless people was providing an innovative, caring, effective, responsive and well-led service that meets the needs of the community it serves.

The service caters for patients in the area who are vulnerably housed, squatting or homeless. It is purpose built with eight consultation rooms and separate entrances for patients and staff.

A full report of the inspection has been published today.

Under CQC’s new programme of inspections, all of England’s GP practices are being given a rating according to whether they are safe, effective, caring, responsive and well led.

The report on Inclusion Healthcare Social Enterprise CIC highlights a number of areas of outstanding practice, including:

  • The practice was responsive to the differing and challenging needs of its patient population who were treated with compassion, dignity and respect.
  • Staff gave examples of how they responded to patients experiencing a mental health crisis, including supporting them to access emergency care and treatment and monitoring repeat prescriptions for people receiving medication for mental health needs.
  • The practice contributed to funeral costs and memorials for patients who were homeless. They have created a memory wall at the Anchor Centre. The Anchor Centre is a 'wet' day centre for those suffering from alcoholism
  • The service’s healthcare assistant reminded patients of when they had hospital appointments and even offered to accompany them if they wished.
  • The practice employs a primary care plus (PCP) nurse. They work within the community to provide additional support when homeless patients are in hospital. They also ensure that each patient’s discharge from hospital runs smoothly and help to reduce inappropriate hospital admissions.

Janet Williamson, Deputy Chief Inspector of General Practice and Dentistry in CQC’s Central region said:

“Our inspection team were thoroughly impressed with what they saw at Inclusion Healthcare Social Enterprise CIC. Feedback from patients was overwhelmingly positive and many commented that staff went above and beyond their level of duty to ensure patients felt comfortable and cared for.

“We found that the practice displayed an excellent understanding of the differing needs of their patients and acted on these needs in the planning and delivery of its services. We observed a patient centred culture and found strong evidence that staff were motivated to offer kind and compassionate care.

“The practice demonstrated a commitment to supporting patients, enabling them to live healthier lives and help overcome addictions and mental health problems so they could integrate back into the community. The practice had a clear vision which had quality and safety as its top priority.”

Professor Steve Field, Chief Inspector of General Practice said:

“I am delighted to highlight the exceptional standard of care which is being provided by Inclusion Healthcare. The service has a clear vision to improve the health of vulnerable and excluded groups - such as homeless people, refugees or those with learning disabilities.

“When I visited, it was clear that the staff were inspired to offer kind and compassionate care, whatever the obstacles they faced. They set an example to us all. Everyone speaks highly of the service.

“Routinely they work closely with services across Leicester - including community health care professionals, hostels and emergency accommodation, prisons and young offenders’ institutions. We came away with countless positive stories showing how they go out of their way to consider the needs of their patients, whatever their circumstances.

“All the staff at Inclusion Healthcare have demonstrated a real commitment to the people in their care. I have no doubt that they fully deserve to share the accolade of an Outstanding service.”


For media enquiries, call Regional Engagement Officer, Helen Gildersleeve on 0191 233 3379. Alternatively, the CQC press office is available on 020 7448 9401 during office hours or out of hours on 07789 876508. For general enquiries, call 03000 61 61 61.

Last updated:
30 May 2017

Notes to editors

CQC has published a full report on Inclusion Healthcare Social Enterprise CIC.

This is among the first GP practices to receive a rating following the introduction of our new inspection regime, which features specialist teams including GPs and practice nurses and trained members of the public.

To get to the heart of people’s experiences of care, we always ask the following five questions of services.

  • Are they safe?
  • Are they effective?
  • Are they caring?
  • Are they responsive to people’s needs?
  • Are they well-led?

For every NHS GP practice we will look at the quality of care for the following six population groups: Older people, People with long-term conditions, Families, children and young people, Working age people (including those recently retired and students), People whose circumstances may make them vulnerable, People experiencing poor mental health (including people with dementia).

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.