Urgent Care Service Good Web
Hospital’s Urgent Care Service has been rated as ‘Good’ across all five domains
11 September 2019

Following a recent inspection by the Care Quality Commission (CQC) the IOW NHS Trust’s Urgent Care Service has been rated as ‘Good’

The Urgent Care Service (UCS) located at St Mary’s Hospital provides an out of hour’s service when your own GP practice is closed. The service provides medical advice, assessment and treatment if you have an urgent problem that cannot wait until you can arrange to visit your own GP and is open from 18.30 each week day evening and from 08.00 at weekends and Bank Holidays.

Patients are encouraged to call NHS 111 so they can be directed to the appropriate service. Those attending the USC, depending on their needs, are seen by a GP subject to the outcome of the triage.

The CQC inspection team carried out an unannounced comprehensive visit of the Urgent Care Service and found positive steps had been taken to address previously identified issues, improving their rating from ‘Requires Improvement’ to ‘Good’ across all five domains for being Safe, Effective, Caring, Responsive and Well Led.

During the inspection the CQC found the Service had good systems to manage risk so that safety incidents were less likely to happen and if they had happened the service learnt from them and improved their processes.

The Service had clear systems to keep people safe and safeguarded from abuse.

The CQC inspectors found the service to be effective stating ‘staff worked together and worked well with other organisations to deliver effective care and treatment. From March 2019 figures showed:

  • 100% of people classed as urgent who arrived at the service completed their treatment within one hour.
  • 98.4 % of people classed as less urgent who arrived at the service completed their treatment within two hours.
  • 100% of people who required an urgent home visit were visited within one hour.
  • 100% of walk in patient were seen within four hours’

The CQC heard through patient comments cards that they felt listened to and supported by staff.

Staff involved treated people with compassion, kindness, dignity and respect. Staff helped patents be involved in decisions about their care and ensured patients and their carers were able to access and understand the information they were given.

The Service is well led with leaders at all levels being visible and approachable. They worked closely with staff and others to make sure they prioritised compassionate and inclusive leadership and they hold an effective on-call system to ensure they are accessible throughout the operational period.

Alison Price, Operational Manager for Urgent and Emergency Care said:

“The urgent Care service is delighted to have received a CQC rating of ‘Good’.  Every day the staff come to work and deliver the corporate values – Compassionate, Team working, Improving and Valued, – making sure the Isle of Wight population has reliable and timely access to urgent care services out of hours.

I am very proud of the service improvement from ‘requires improvement’ to ‘good’ and am particularly proud of the way the CQC witnessed how caring the staff within the service are in the way they treated patients with kindness, respect and compassion”.

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