The Care Quality Commission
  • Doctor
  • Urgent care service or mobile doctor

Archived: Clitheroe Out of Hours

Clitheroe Hospital Outpatients Department, Chatburn Road, Clitheroe, Lancashire, BB7 4JX (01254) 291140

Provided and run by:
East Lancashire Medical Services Limited

All Inspections

28 May 2013

During a routine inspection

Patients accessed this service by dialling the National 111 number for non emergency care. Following a telephone assessment of their medical condition they were either given advice from a doctor, given an appointment to attend an out of hours medical centre (such as this centre) or received a doctors visit.

We looked at records held at the main office and spoke with the management team. We also spoke with one member of staff, one doctor (GP) and one family member.

We observed staff responding in a friendly and respectful manner. A family member told us they were happy with the treatment and advice they had received. They told us they had been given all the information they needed and had been told how long they would need to wait.

All staff were provided with a range of appropriate training. This meant patients were treated by skilled and knowledgeable staff.

There were effective systems in place to monitor the quality of the service provided and patients were asked to provide their views about their experience of the service. The information was used to improve the safety and operation of the service.

Patients were given the support they needed to make a comment or complaint. Records were clear and showed that patient's concerns or complaints had been responded to appropriately and the information was used to improve the service. We also saw a number of 'compliments' had been made about the service.