Backlogs Limited

We regulate medical laboratory services, but we do not currently have a legal duty to rate them. We highlight good practice and issues that service providers need to improve and take regulatory action as necessary.

We found the following areas of good practice:

• The service had enough staff, with training in key skills. Staff understood how to protect patients from abuse, and managed safety well. The service managed safety incidents well and learned lessons from them.
• Staff provided care and procedures based on national guidance and evidence-based practice. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients and had access to good information. Key services were available seven days a week.
• Clients could access the service when they needed as outlined in their contract. The service treated concerns and complaints seriously, investigated them and shared lessons learned with all staff.
• 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. Staff were clear about their roles and accountabilities.