Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at GP Out of Hours Unit, Diana Princess of Wales Hospital on 26 January 2017. Overall the service 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 recording, reporting and learning from significant events.
• Risks to patients were assessed and well managed.
• Patients’ care needs were assessed and delivered in a timely way according to need. The service performed well against the National Quality Requirements (performance standards).

• 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 a system in place that enabled staff access to patient records. The out of hours staff provided other services, for example the patient’s GP and local hospital, with information following contact with patients as was appropriate.
• Patients said 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.
• The service worked proactively with other organisations and providers to develop services that supported alternatives to hospital admission where appropriate and improved patient experience.
• The service had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The service proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

The area where the provider should make improvement is:

• Ensure medicines used for home visits are available and checked regularly.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

People who used the service were given appropriate information and support regarding their care or treatment. Comments included, “We didn’t have to wait long, everyone has been really helpful, I’m happy with everything” and “I’ve used the service before. It’s very good.”

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

Staff were provided with regular supervision. Records showed the majority of staff had received appropriate training and systems were now in place to address any shortfalls. One patient told us, “All the staff have been very kind and helpful.”

We saw records that confirmed the provider was measuring its performance on a quarterly basis. Patients, their representatives and staff were asked for their views about their care and treatment and they were acted on.