This practice 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 of Phoenix House on 29 November, 1 December and 4 December 2022 as part of our inspection programme. The service had not been inspected before.
At this inspection we found:
- The provider had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
- The provider 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 patients with compassion, kindness, dignity and respect.
- There was a strong focus on continuous learning and improvement at all levels of the organisation.
- Improvements were made to the quality of care as a result of complaints and concerns.
- Call handling performance and waiting times in the NHS111 and out-of-hours service had been sub-optimal for some time due to increased demand coupled with staff shortages. The provider had a credible plan to improve.
- The leadership, management and governance assured the delivery of high-quality care, and supported learning and innovation throughout the organisation.
The areas where the provider should make improvements are:
- Continue to improve their performance data to meet the Key Performance Indicators and National Quality Requirements.
- Continue to ensure all staff have received safeguarding training that is appropriate to their role.
- Seek feedback from the mental health team to evaluate patient uptake of that service.
- Continue to identify trends from the new system of reviewing patient surveys to improve patient satisfaction.
- Continue to engage and have visible leadership in all primary care centres.
- Continue to ensure patients are visible to staff in the waiting room at all primary care centres.
- Continue to engage and work with the providers who are responsible for the premises used by IC24, to appropriately maintain the premises.
Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA
Chief Inspector of Hospitals and Interim Chief Inspector of Primary Medical Services