Queen Victoria Memorial Hospital Also known as Urgent Treatment Centre

This service is rated as Good overall. (This was the first inspection of the service since its registration with CQC on 20 September 2017)

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 Queen Victoria Memorial Hospital minor injuries unit and improved access service on 05 September 2019. The inspection was carried out as part of our inspection plan.

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.
• The service was meeting or exceeding the targets set by the commissioners.
• 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.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider should make improvements are:

• Devise a more formal induction process for permanent and locum staff and retain records of inductions.
• Consider producing a dedicated website for the services.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care