Oadby Urgent Care Centre

Updated 13 July 2022

DHU Health Care C.I.C. (the registered provider), is commissioned to provider integrated urgent care services from:

• Oadby Urgent Care Centre, 18 The Parade, Oadby, Leicestershire LE2 5BJ and from five peripheral sites at:
• Market Harborough Urgent Care, St Luke’s Hospital, 33, Leicester Road, Market Harborough LE16 7BN.
• Melton Mowbray Hospital, Thorpe Road, Melton Mowbray, LE13 1SJ.
• Oakham Memorial Hospital, Cold Overton Road, Oakham, LE15 6NT.
• Lutterworth Urgent Care Centre, Fielding Palmer Hospital, Gilmorton Road, Lutterworth LE17 4DZ.
• Enderby Urgent Care Centre, Enderby Leisure Centre, Mill Lane, Enderby, LE19 4LX.

The care centres are variously staffed by GPs, nurse practitioners, nurses and reception staff. In addition to providing urgent care and walk-in services for all patients, these sites also serve as GP extended hours hubs patients registered with the GP practices within East Leicestershire and Rutland Clinical Commissioning Group.

During the course of this inspection we visited Oadby Urgent Care Centre, as well as conducted part of the inspection at DHU’s administrative centre at Fosse House, 6 Smith Way, Enderby, Leicester, LE19 1SX.

Updated 13 July 2022

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 focused inspection at Oadby Urgent Care Centre on 15 and 17 January 2020. The inspection was part of our inspection programme. The service had not been previously inspected.

At this inspection we found:

• The service had good systems to ensure patients received safe and effective care and treatment.
• There was an effective system to identify and help safeguard people from abuse.
• 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.
• The joint users of premises and NHS Property Services did not always liaise effectively or give the necessary assurances regarding premises despite the best efforts of the provider.
• Although patient feedback gathered by the provider was positive, it represented a very small percentage of patient contacts and was conducted using the Family and Friends test which did not provide either qualitative or quantitative feedback which the provider would be able to consider and use to improve services.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.
• Staff expressed positive views on their working relationships with managers.

The areas where the provider should make improvements are:

• Improve their process and systems for monitoring service level agreements and joint working arrangements with other healthcare providers where DHU used facilities used by another. This included health and safety and risk assessments on environmental matters and premises.
• Implement fire drills for their own staff at the urgent care centres.
• Undertake a review of their chaperoning process at sites where the sole receptionist was required to perform the duty, to ensure it posed no risk to either waiting patients or security.
• Implement an effective system to gather patient feedback and views on the services provided.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care