2 March 2017
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at the Walk In Centre RD&E Wonford on 2 March 2017. Overall the centre is rated as good.
Our key findings across all the areas we inspected were as follows:
There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
Risks to patients were assessed and well managed.
Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
There was high patient satisfaction, with all 12 patients we talked to confirming they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
People’s individual needs and preferences were central to the planning and delivery of tailored services. We saw several examples of this. For example in order to meet patient needs, nurses had received extra training in the treatment of traumatic wounds, infections and mild cellulitis; dental pain; animal and human bites protocol and patients presenting with minor ailments protocol. Health Care Assistants (HCAs) had received further training in dementia awareness, learning disabilities, tissue viability, anaphylaxis, duty of candour and end of life care.
The centre had good facilities and was well equipped to treat patients and meet their needs.
The leadership, governance and culture at the walk in centre were used to drive and improve the delivery of high-quality person-centred care.
Learning was celebrated and the centre was proactive in using opportunities to improve services by seeking and acting upon feedback from staff, patients and other stakeholders.
The provider was aware of and complied with the requirements of the duty of candour.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice