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 West Midlands Integrated Urgent Care - Worcester Out of Hours on 28 and 29 March 2018 as part of our inspection programme.
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.
- Systems were in place to manage people who experienced long waits. For example, a telephone call (called a ‘comfort call’) was made to patients to check on their welfare and ensure their situation had not changed.
- The service had good facilities and was well equipped to treat patients and meet their needs. The vehicles used for home visits were clean and well equipped.
- The service had systems in place to forward plan for times of high demand for example bank holidays.
- There was a clear leadership structure and staff felt supported by the management team.
- Care UK carried out an annual staff survey and had increased responses overall from the 2016 results for example, the number of staff who would recommend Care UK services to a someone needing care had increased from 57% in the 2016 survey to 88% in 2017.
- There was a strong focus on continuous learning and improvement at all levels of the organisation.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice