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Medvivo Out of Hours Service rated Outstanding

21 April 2017
  • Media,
  • GP and GP out-of-hours services

The Care Quality Commission has found the quality of care provided by Fox Talbot House, also known as Medvivo in Chippenham, Wiltshire to be Outstanding following an inspection in February 2017.

Inspectors rated the care at Fox Talbot House, Outstanding for being effective, responsive to people’s needs and well-led, and Good for being safe and caring.

Fox Talbot House a location for services provided by Medvivo Group Limited and is known locally as Medvivo. The service covers a population of approximately 486,000 people across the county of Wiltshire. Medvivo provide services to people in Wiltshire under contract with Wiltshire Clinical Commissioning Group and Wiltshire Council.

Medvivo provide out-of-hours services at six sites:

  • Chippenham Community Hospital
  • Salisbury Hospital NHS Foundation Trust
  • Trowbridge Community Hospital
  • Savernake Community Hospital
  • Warminster Community Hospital
  • Devizes Community Hospital

See a full copy of the inspection report.

Professor Steve Field, Chief Inspector of General Practice said:

“I am delighted to highlight the exceptional service at Fox Talbot House, people are entitled to services which provide safe, effective, compassionate and high quality care. The staff here have demonstrated a real commitment to their patients.

“All of this hard work and dedication pays off in making a real difference for their patients – which is why we have found the service to be Outstanding. I hope other out of hours services will see this provider as a model for excellent care.”

Ruth Rankine, Deputy Chief Inspector of General Practice in the South Region, said:

"There are only a handful of out of hours services which have been rated in England as Outstanding and to gain this is a real achievement.

“It is very clear that Fox Talbot House is providing an excellent out of hours service which is an asset to people living in this part of Wiltshire.

“We found a well-run service that was constantly learning, and striving to improve the services they provided to their patients.

"It was very impressive to see the innovation at the service, which was leading to better results for patients. They worked closely with local healthcare partners and other stakeholders, sharing best practice and driving forward initiatives designed to improve care across this part of Wiltshire.

“This is a great example of what outstanding care looks like.”

The report highlights a number of areas of outstanding practice, including:

The service worked closely with other organisations and with the local community in planning how services were provided to ensure that they met patients’ needs. The provider worked in partnership with the ambulance service to deliver a Lift and Assist service, in order to support patients who had fallen, had not sustained an injury but were unable to get up independently. This found the majority the calls for the Lift and Assist service over a six month period were managed by their responders with no other involvement required.

There were innovative approaches to providing integrated patient-centred care. The provider delivered an Urgent Care @ Home service, which had been jointly commissioned by NHS Wiltshire Clinical Commissioning Group and Wiltshire County Council. The service ensured an integrated rapid health and social care response for service users in a health or social care crisis in their own home. Patients were actively supported for up to 72 hours whilst on-going support was arranged in order to avoid

The provider recognised the need to increase the resilience of the GP out of hours (OOH) cover and this had been achieved by employing and utilising paramedics to carry out a portion of appropriate domiciliary visits on behalf of the clinical team, therefore enabling a higher number of visits to be made. A trial period of five days over Christmas 2015 demonstrated improved patient outcomes from the increased resource which had led to more efficient and effective home visits during busy periods. A decision was then made for this service to operate over future bank holidays.


For further information please contact CQC Regional Engagement Manager John Scott on 07789875809 or, for media enquiries, call the press office on 020 7448 9401 during office hours.

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Please note: the press office is unable to advise members of the public on health or social care matters. For general enquiries, please call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors

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.