We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.

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1 Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Royal Free Hospital Urgent Care Centre Royal Free Hospital, Pond Street, London, NW3 2QG Date of Inspection: 05 February 2014 Date of Publication: March 2014 We inspected the following standards as part of a routine inspection. This is what we found: Respecting and involving people who use services Care and welfare of people who use services Cooperating with other providers Supporting workers Assessing and monitoring the quality of service provision Inspection Report Royal Free Hospital Urgent Care Centre March

2 Details about this location Registered Provider Registered Manager Overview of the service Type of services Regulated activity Haverstock Healthcare Limited Dr. Michael Smith Located in the Accident and Emergency Department at the Royal Free Hospital, the Urgent Care Centre provides clinical assessment and treatment for minor injuries and illness. It is staffed on a rotation by GPs from the local area and operates from to hours, seven days a week. Doctors consultation service Doctors treatment service Urgent care services Treatment of disease, disorder or injury Inspection Report Royal Free Hospital Urgent Care Centre March

3 Contents When you read this report, you may find it useful to read the sections towards the back called 'About CQC inspections' and 'How we define our judgements'. Summary of this inspection: Page Why we carried out this inspection 4 How we carried out this inspection 4 What people told us and what we found 4 More information about the provider 5 Our judgements for each standard inspected: Respecting and involving people who use services 6 Care and welfare of people who use services 7 Cooperating with other providers 8 Supporting workers 9 Assessing and monitoring the quality of service provision 11 About CQC Inspections 13 How we define our judgements 14 Glossary of terms we use in this report 16 Contact us 18 Inspection Report Royal Free Hospital Urgent Care Centre March

4 Summary of this inspection Why we carried out this inspection This was a routine inspection to check that essential standards of quality and safety referred to on the front page were being met. We sometimes describe this as a scheduled inspection. This was an announced inspection. How we carried out this inspection We looked at the personal care or treatment records of people who use the service, carried out a visit on 5 February 2014, talked with staff and reviewed information given to us by the provider. What people told us and what we found The Urgent Care Centre (UCC) is located next to the main Accident and Emergency Department at the Royal Free. When patients arrive at the main department they are assessed and, if appropriate, are seen in the UCC. When we visited we spoke to clinical and administrative staff. They all told us they felt they were providing a good service to patients. During the inspection we saw the department working smoothly. People's views and experiences were taken into account in the way the service was provided and delivered in relation to their care. People experienced care, treatment and support that met their needs and protected their rights. People's health, safety and welfare was protected when more than one provider was involved in their care and treatment, or when they moved between different services. This was because the provider worked in co-operation with others. When we spoke with staff from Haverstock Healthcare and from the Accident and Emergency Department they told us they felt they worked well together. People who use 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. People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard. The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people using the service and others. You can see our judgements on the front page of this report. Inspection Report Royal Free Hospital Urgent Care Centre March

5 More information about the provider Please see our website for more information, including our most recent judgements against the essential standards. You can contact us using the telephone number on the back of the report if you have additional questions. There is a glossary at the back of this report which has definitions for words and phrases we use in the report. Inspection Report Royal Free Hospital Urgent Care Centre March

6 Our judgements for each standard inspected Respecting and involving people who use services People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run Our judgement The provider was meeting this standard. People's privacy, dignity and independence were respected. Reasons for our judgement People's diversity, values and human rights were respected. All consultations in the centre are conducted in private rooms. We observed that the doors were kept closed during these consultations. In November 2013 the Urgent Care Centre (UCC) conducted a questionnaire to gather patient opinions. Of the 738 completed questionnaires 95.2% responded 'excellent' or 'good' when asked to rate whether they felt they had been treated with dignity and respect. Comments received included, "always helpful, they explained everything to me." The service has a chaperoning policy in place. This means that if a patient requests a second person to be present during an examination this can be facilitated. When we visited the UCC we saw there were signs advertising this. If there are no appropriate members of staff working in the department the service has a service level agreement with the Accident and Emergency Department to enable a staff member from this area to fulfil the role. People who use the service were given appropriate information and support regarding their care or treatment. The centre had a number of information leaflets for common conditions that had been printed off for giving to patients. If required, other information leaflets could be printed off that were relevant to people's care or support needs. People expressed their views and were involved in making decisions about their care and treatment. Haverstock Healthcare has a patient participation group who are asked to give feedback on the department and a feedback questionnaire had been completed by the service in November When we spoke with doctors they were able to explain the different levels of consent they would require. If a person is judged as being confused during the initial assessment they will not be seen in the Urgent Care Centre. Staff explained that if someone was judged to be confused or lack capacity they would be transferred back to the Accident and Emergency Department. Inspection Report Royal Free Hospital Urgent Care Centre March

7 Care and welfare of people who use services People should get safe and appropriate care that meets their needs and supports their rights Our judgement The provider was meeting this standard. Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Reasons for our judgement People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. During the hours the Urgent Care Centre (UCC) is open, one GP will work assessing patients who arrive at the department. The service aims to stream 85% patients within 25 minutes of registering. In December the average time to assessment was 24 minutes. Once seen for the initial assessment most patients will be sent to the UCC. The other patients will be directed to the main Accident and Emergency or redirected to other services if this is appropriate. The service has clear exclusion criteria protocols for the patients it can't see. For example, it will not see patients who are receiving renal dialysis. The service monitors its length of stay data on an ongoing basis. When we looked at this it showed that average length of stays for a week were usually under 90 minutes. In the last year there were only three weeks when length of stays had averaged over 100 minutes. Management told us they had never had a patient treated though the UCC who had not been discharged within the four hour national target. When a child arrives at the department they can be assessed by the assessing GP. They will then also be seen by a paediatric nurse. If they are judged as being appropriate for the UCC they will then wait in the separate paediatric waiting room before being seen. Any children where there is an alert that they may be at risk are not be seen in the UCC. When a patient visits the UCC they undertake an alcohol screening test as part of public health monitoring. For the first three weeks of 2014 these had been completed for more than 80% of patients, which is the UCC performance indicator There were arrangements in place to deal with foreseeable emergencies. Should a patient need to be transferred to the main department there was a clear system for doing this. Emergency medications were available should these be required. Inspection Report Royal Free Hospital Urgent Care Centre March

8 Cooperating with other providers People should get safe and coordinated care when they move between different services Our judgement The provider was meeting this standard. People's health, safety and welfare was protected when more than one provider was involved in their care and treatment, or when they moved between different services. This was because the provider worked in co-operation with others. Reasons for our judgement People's health, safety and welfare was protected when more than one provider was involved in their care and treatment, or when they moved between different services. This was because the provider worked in co-operation with others. When a patient visits the Urgent Care Centre the doctor can make direct referrals to specialist departments within the Royal Free should this be required. They also have access to local networked IT systems and can book follow up appointments with a patient's GP. When a patient leaves the department they will be given a written discharge letter. No patient can be discharged from the monitoring system until this letter is produced. The facility is also available for doctors at local practices to register unregistered patients who live in the local area. When we visited the department we spoke with staff from within the Accident and Emergency Department and Haverstock Healthcare. They all told us they felt they had a very good working relationship and that they felt they delivered a quality, combined service. The department holds joint meetings with the Accident and Emergency Department where issues, including learning from clinical incidents will be discussed. The service has also developed links with the local authority and other local services. For example, they have developed links with the local domestic violence liaison team and can make referrals to them. Inspection Report Royal Free Hospital Urgent Care Centre March

9 Supporting workers Staff should be properly trained and supervised, and have the chance to develop and improve their skills Our judgement The provider was meeting this standard. People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard. Reasons for our judgement Staff we spoke with at the service told us they felt supported in their roles. All GPs work on a self-employed basis and book shifts in the Urgent Care Centre. When we spoke with managers at Haverstock Healthcare they told us they never have problems filling the shifts and in the five years of operation have never had to use a locum agency to ensure the shift was filled. All shifts have been filled. Rotas are planned two months in advance. When a GP cannot work a shift they have been allocated, this is then made available for other GPs to work. We looked at rotas that were currently being planned and saw that all the shifts had either been filled or had been advertised to ensure someone worked it. If a shift needed to be filled at short notice we were told that staff would phone GPs to ask if they were available or one of the management team would work it. Prior to being able to undertake shifts all GPs are interviewed. They also have to undergo employment checks and provide evidence of their training records. All doctors had to have level 2 training in safeguarding. Managers told us that in the future they would require them to have level 3 training. They all receive a clinical induction to the service. They are also encouraged to shadow an existing GP for at least one shift before lone working. Clinical staff will be offered clinical supervision if they want it. The provider has secured high standards of care by creating an environment where clinical excellence could do well. The service has a clinical governance education meeting. At this meeting any recent incidents or significant events will be discussed and any learning points identified. General teaching and learning will also be undertaken. Recent topics discussed have included missed fractures and whooping cough and respiratory tract infections in children. When we spoke with a GP they told us they found this meeting to be very useful. The administration team for Haverstock Healthcare have a team meeting on a fortnightly basis. The staff members we spoke with told us they found this useful and felt supported in their roles. Staff had received annual appraisals and were working to individual development plans. Staff were able, from time to time, to obtain further relevant qualifications. The service Inspection Report Royal Free Hospital Urgent Care Centre March

10 links into the Royal Free trust's mandatory training programme and staff can attend courses through this. We looked at the training log for the staff. This showed that mandatory training, such as in infection control and the safeguarding of adults and children, had either been undertaken or dates had been identified for this training to take place. Inspection Report Royal Free Hospital Urgent Care Centre March

11 Assessing and monitoring the quality of service provision The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care Our judgement The provider was meeting this standard. The provider had an effective system to regularly assess and monitor the quality of service that people receive. Reasons for our judgement There was evidence that learning from incidents took place and appropriate changes were made. We looked at the incident log for the service. This showed that when an incident happened it was logged and any action points were identified to rectify the issue or ensure it was learnt from. When an incident occurred that affected both the Accident and Emergency Department and the Urgent Care Centre (UCC) they worked together to investigate it and identify any learning points. People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. Haverstock Healthcare has a patient participation group, which has a monthly steering group. The group have been asked for their opinion on the design of the new department at the hospital and have also undertaken walk-arounds at the department and provided feedback. In November 2013 the UCC conducted a questionnaire to gather patient opinions. In response to this they received 738 completed questionnaires. Responses were generally positive. We saw this questionnaire had been evaluated and a report produced that identified any areas for improvement. The UCC have been monitoring the quality of the service it provides on an ongoing basis. For example, the number of patients seen and redirected from the UCC has been collected. Performance has also been compared to last year's performance to provide context. The service has developed a range of performance indicators that it monitors its performance against, such as referring 99% of patients to a specialty within 120 minutes if relevant. Individual shift and clinician performance have been monitored, including through using a whiteboard in the office of the UCC that recorded it. A number of audits have also been completed by staff to look at the UCC's clinical effectiveness. For example, an audit had been completed to look at whether best practice was being followed in managing back pain. In response to the findings of this a new pro forma had been introduced. The UCC held a regular Clinical Governance meeting where incidents were discussed and learning was shared. Cleaning of the department is provided by the Royal Free's contractors. The UCC Inspection Report Royal Free Hospital Urgent Care Centre March

12 completes a cleanliness checklist every two hours to ensure this has been done appropriately. The medication fridge temperate was checked regularly. The provider took account of complaints and comments to improve the service. When complaints were made to the UCC, this was through the trust's Patient Advice and Liaison Service. We saw that complaints were responded to appropriately and any learning points identified. The provider may find it useful to note that there was no information available for people on how to complain directly to the provider, Haverstock Healthcare. Inspection Report Royal Free Hospital Urgent Care Centre March

13 About CQC inspections We are the regulator of health and social care in England. All providers of regulated health and social care services have a legal responsibility to make sure they are meeting essential standards of quality and safety. These are the standards everyone should be able to expect when they receive care. The essential standards are described in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations We regulate against these standards, which we sometimes describe as "government standards". We carry out unannounced inspections of all care homes, acute hospitals and domiciliary care services in England at least once a year to judge whether or not the essential standards are being met. We carry out inspections of other services less often. All of our inspections are unannounced unless there is a good reason to let the provider know we are coming. There are 16 essential standards that relate most directly to the quality and safety of care and these are grouped into five key areas. When we inspect we could check all or part of any of the 16 standards at any time depending on the individual circumstances of the service. Because of this we often check different standards at different times. When we inspect, we always visit and we do things like observe how people are cared for, and we talk to people who use the service, to their carers and to staff. We also review information we have gathered about the provider, check the service's records and check whether the right systems and processes are in place. We focus on whether or not the provider is meeting the standards and we are guided by whether people are experiencing the outcomes they should be able to expect when the standards are being met. By outcomes we mean the impact care has on the health, safety and welfare of people who use the service, and the experience they have whilst receiving it. Our inspectors judge if any action is required by the provider of the service to improve the standard of care being provided. Where providers are non-compliant with the regulations, we take enforcement action against them. If we require a service to take action, or if we take enforcement action, we re-inspect it before its next routine inspection was due. This could mean we re-inspect a service several times in one year. We also might decide to reinspect a service if new concerns emerge about it before the next routine inspection. In between inspections we continually monitor information we have about providers. The information comes from the public, the provider, other organisations, and from care workers. You can tell us about your experience of this provider on our website. Inspection Report Royal Free Hospital Urgent Care Centre March

14 How we define our judgements The following pages show our findings and regulatory judgement for each essential standard or part of the standard that we inspected. Our judgements are based on the ongoing review and analysis of the information gathered by CQC about this provider and the evidence collected during this inspection. We reach one of the following judgements for each essential standard inspected. This means that the standard was being met in that the provider was compliant with the regulation. If we find that standards were met, we take no regulatory action but we may make comments that may be useful to the provider and to the public about minor improvements that could be made. Action needed This means that the standard was not being met in that the provider was non-compliant with the regulation. We may have set a compliance action requiring the provider to produce a report setting out how and by when changes will be made to make sure they comply with the standard. We monitor the implementation of action plans in these reports and, if necessary, take further action. We may have identified a breach of a regulation which is more serious, and we will make sure action is taken. We will report on this when it is complete. Enforcement action taken If the breach of the regulation was more serious, or there have been several or continual breaches, we have a range of actions we take using the criminal and/or civil procedures in the Health and Social Care Act 2008 and relevant regulations. These enforcement powers include issuing a warning notice; restricting or suspending the services a provider can offer, or the number of people it can care for; issuing fines and formal cautions; in extreme cases, cancelling a provider or managers registration or prosecuting a manager or provider. These enforcement powers are set out in law and mean that we can take swift, targeted action where services are failing people. Inspection Report Royal Free Hospital Urgent Care Centre March

15 How we define our judgements (continued) Where we find non-compliance with a regulation (or part of a regulation), we state which part of the regulation has been breached. Only where there is non compliance with one or more of Regulations 9-24 of the Regulated Activity Regulations, will our report include a judgement about the level of impact on people who use the service (and others, if appropriate to the regulation). This could be a minor, moderate or major impact. Minor impact - people who use the service experienced poor care that had an impact on their health, safety or welfare or there was a risk of this happening. The impact was not significant and the matter could be managed or resolved quickly. Moderate impact - people who use the service experienced poor care that had a significant effect on their health, safety or welfare or there was a risk of this happening. The matter may need to be resolved quickly. Major impact - people who use the service experienced poor care that had a serious current or long term impact on their health, safety and welfare, or there was a risk of this happening. The matter needs to be resolved quickly We decide the most appropriate action to take to ensure that the necessary changes are made. We always follow up to check whether action has been taken to meet the standards. Inspection Report Royal Free Hospital Urgent Care Centre March

16 Glossary of terms we use in this report Essential standard The essential standards of quality and safety are described in our Guidance about compliance: Essential standards of quality and safety. They consist of a significant number of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations These regulations describe the essential standards of quality and safety that people who use health and adult social care services have a right to expect. A full list of the standards can be found within the Guidance about compliance. The 16 essential standards are: Respecting and involving people who use services - Outcome 1 (Regulation 17) Consent to care and treatment - Outcome 2 (Regulation 18) Care and welfare of people who use services - Outcome 4 (Regulation 9) Meeting Nutritional Needs - Outcome 5 (Regulation 14) Cooperating with other providers - Outcome 6 (Regulation 24) Safeguarding people who use services from abuse - Outcome 7 (Regulation 11) Cleanliness and infection control - Outcome 8 (Regulation 12) Management of medicines - Outcome 9 (Regulation 13) Safety and suitability of premises - Outcome 10 (Regulation 15) Safety, availability and suitability of equipment - Outcome 11 (Regulation 16) Requirements relating to workers - Outcome 12 (Regulation 21) Staffing - Outcome 13 (Regulation 22) Supporting Staff - Outcome 14 (Regulation 23) Assessing and monitoring the quality of service provision - Outcome 16 (Regulation 10) Complaints - Outcome 17 (Regulation 19) Records - Outcome 21 (Regulation 20) Regulated activity These are prescribed activities related to care and treatment that require registration with CQC. These are set out in legislation, and reflect the services provided. Inspection Report Royal Free Hospital Urgent Care Centre March

17 Glossary of terms we use in this report (continued) (Registered) Provider There are several legal terms relating to the providers of services. These include registered person, service provider and registered manager. The term 'provider' means anyone with a legal responsibility for ensuring that the requirements of the law are carried out. On our website we often refer to providers as a 'service'. Regulations We regulate against the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations Responsive inspection This is carried out at any time in relation to identified concerns. Routine inspection This is planned and could occur at any time. We sometimes describe this as a scheduled inspection. Themed inspection This is targeted to look at specific standards, sectors or types of care. Inspection Report Royal Free Hospital Urgent Care Centre March

18 Contact us Phone: Write to us at: Care Quality Commission Citygate Gallowgate Newcastle upon Tyne NE1 4PA Website: Copyright Copyright (2011) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Inspection Report Royal Free Hospital Urgent Care Centre March

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