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

We carried out an announced comprehensive inspection at the Extended Access Clinic at Eltham Community Hospital on 13 and 14 February 2019 as part of our inspection programme. This was a first rated inspection for the service that was registered with CQC in September 2016. Our inspection included a visit to the service’s headquarters and also to its base location.

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 provider routinely reviewed the effectiveness and appropriateness of the care provided.
• Care and treatment was delivered according to evidence-based guidelines.
• Staff involved and treated people with compassion, kindness, dignity and respect. The service was acutely aware of the sensitivities around patient confidentiality, and this was taken seriously, with associated policies in place.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs. The provider had submitted a proposal to implement a direct line to enable patients to book appointments directly.
• There was a strong focus on continuous learning and improvement at all levels of the organisation. The service ran a leadership course to encourage staff development.
• Multidisciplinary working was at the forefront of the model of care for the service. Collaborative working across the integrated service meant that patient outcomes had improved. The provider had on average fourteen internal and stakeholder meetings per month; all were attended by either one of the four directors or a member of the leadership team.
• Feedback from patients was positive. There is a strong, visible person-centred culture. Staff are highly motivated and inspired to offer care that is kind and promotes people’s dignity.
• Leaders have an inspiring shared purpose, and strive to deliver and motivate staff to succeed. There is strong collaboration, team-working and support across all functions and a common focus on improving the quality and sustainability of care and people’s experiences.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care