The Care Quality Commission
  • Doctor
  • Out of hours GP service

Archived: Urgent Care 24 (Liverpool and Knowsley NHS Out of Hours Provider)

3-5 Tapton Way, Wavertree Business Village, Liverpool, Merseyside, L13 1DA (0151) 254 2553

Provided and run by:
Primary Care 24 (Merseyside) Limited

All Inspections

19, 22 June 2013

During a routine inspection

We spoke with three people who used the service, and relatives who were accompanying them. Patients told us they felt fully involved in making decisions about their care and treatment. Both the patients and their relatives we spoke to gave us good feedback about their experiences of using Urgent Care 24. Some of the comments included;

"I would give the service ten out of ten."

"We can't fault them; they have looked after us from start to finish."

"It has been brilliant, they have been really quick and we have had a good experience here."

Calls are monitored to ensure people are being supported by the appropriate staff and in a timely manner. One person we spoke with told us: "I have used the service loads of times, either for myself or my children. We received good care on every occasion."

We found that patients were protected from the risk of abuse. All of the staff we spoke with were aware of the safeguarding policies and procedures.

Patients were cared for and treated by staff who had undergone appropriate pre employment checks, in line with NHS employment requirements, before they started working at Urgent Care 24.

We saw a range of audits and checks were carried out to ensure systems and practices were working effectively. These included audits on the safeguarding process, the telephone assessment audits, infection prevention and control and consent.