Archived: Chiltern Medical Clinic - Reading

We rated Chiltern Medical Centre - Reading as requires improvement because:

• Although we found the service largely performed well, it did not meet legal requirements relating to safe care and treatment, and good governance, meaning we could not give it a rating higher than requires improvement.

• The service did not ensure all risks were assessed by a person with relevant skills.

• The service did not have effective governance processes to assess, monitor and improve the service.

• The service did not always assess patients’ individual needs prior to attending an appointment.

However:

• The service had enough staff to care for patients and keep them safe. Staff understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. They managed medicines well. The service managed safety incidents well and learned lessons from them.

• Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Managers made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. Key services were available seven days a week.

• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.

• People could access the service when they needed it and did not have to wait too long for treatment.

• 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. They focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients to plan and manage services and all staff were committed to improving services continually.