This service is rated as Good overall. (Previous inspection December 2016 – Good)
The key questions are rated as:
Are services safe? – Good
Are services effective? – Good
Are services caring? – Good
Are services responsive? – Good
Are services well-led? – Good
We carried out an announced comprehensive inspection at Derby Urgent Care Centre on 12 December 2018. This inspection was planned and undertaken as part of a wider inspection of the provider (One Medicare Ltd). The provider had agreed to contribute to our Primary Care at Scale project.
At this inspection we found:
- From 1 November 2018, the centre had operated under a nurse-led model and GPs no longer provide input on site. However, there was a GP at provider level who was accessible for clinical escalation. We found that this transition had been managed effectively and this had not affected the continuity of the service.
- The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.
- The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines.
- Staff involved and treated people with compassion, kindness, dignity and respect. Patient interviews and feedback received through CQC comment cards supported our observations.
- Patients could access care and treatment from the service within an appropriate timescale for their needs. The provider had consistently met targets on waiting times set by the commissioners.
- There was a strong focus on continuous learning and improvement at all levels of the organisation.
- At our previous inspection in December 2016, we highlighted an area where the provider should make an improvement. This recommended formal training for reception staff participating in the streaming process. At this inspection, we found this had been completed and reception staff had received appropriate training to support this element of their role.
We saw the following area of outstanding practice:
- Two members of the team had completed safeguarding training at level four (GPs and safeguarding leads within primary care are usually trained to level three). The local authority safeguarding leads attended team meetings on site. These two factors helped embed the awareness and responsiveness to safeguarding concerns.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice.