We carried out an announced comprehensive inspection at SELDOC OOHs Hanover House on Thursday 27 April, and Tuesday 2 May 2023. Parts of the service had previously been inspected as standalone locations prior to the registration of the service a hub and satellite service. This is the first inspection of the service at its current location.
This service is rated as Good overall.
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
At this inspection we found:
- 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.
- Patients were able to access care and treatment from the service within an appropriate timescale for their needs.
- There was a strong focus on continuous learning and improvement at all levels of the organisation.
We saw one area of outstanding practice:
- The service undertook revalidations of instances where the Pathways 111 operating system had indicated that a category three ambulance dispatch was required. The performance of the category three ambulance revalidations at the service was such that in the last six months, only 8% of Pathways validations required an ambulance, with the remainder of patients either closed by the consulting GP with advice or a prescription, or the with the patient being sent to other services. This significant reduced the demand for the ambulance service.
Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA
Chief Inspector of Hospitals and Interim Chief Inspector of Primary Medical Services