Archived: New Wave Integrated Care Limited

Updated 27 April 2017

New Wave Integrated Care Limited is located in the Boscombe area of Bournemouth, a large seaside town on the south coast. New Wave Integrated Care Limited provides a walk-in-centre service aimed at patients living in the BH1 to BH5 postcode areas of Bournemouth. Patients who live outside of these postcode areas can also access the service. The service is contracted by NHS Dorset clinical commissioning group (CCG) to provide services on Saturday and Sundays only. The walk-in service does not hold a patient list. Service level data showed that the walk-in-centre treats approximately 5000 patients per year, 45% of whom live within the BH1 to BH5 postcode area.

The walk-in service is located in a purpose built centre and leased from NHS property services. On weekdays, a GP practice operates from the building. The leadership for the walk-in-service and GP practice are the same, and some staff are shared. The service leases two consulting rooms, a reception area and patient waiting area all based on the ground floor. The service has car parking for patients, including two dedicated bays for disabled drivers. The waiting area in the service is large, bright and airy, with wipeable chairs and suitable seating for patients including young children.

The service is located in an area of high social deprivation. The 2011 census information shows that patients who live in areas of higher social deprivation are more likely to have poor health and greater health needs. Many ethnic groups live in the BH1 to BH5 post-code areas. Walk-in-centre level data shows that there are in excess of 30 different languages spoken within one mile of the service.

Eight GPs, four are female and four are male, work at the walk-in centre on a rota system. The GPs are supported by a clinical lead who is also available to support staff at weekends. When the service is open, one GP is always on duty. GP shifts are organised on either a six or 12 hour basis to the meet the needs of the service and staff. The GPs are supported by a business manager and a team of six reception staff. The business manager is available to support staff at weekends. A minimum of two reception staff are also on duty when the service is open.

The service and reception desk is open from 8am until 8pm on Saturdays and Sundays only, with the last appointment being available at 7.30pm. The service offers urgent GP appointments and advice to all age groups.

We carried out our inspection at the provider’s only location which is situated at:

Boscombe and Springbourne Health Centre

66-68 Palmerston Road

Bournemouth

Dorset

BH1 4HT

Updated 27 April 2017

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at New Wave Integrated Care Limited on 4 March 2017. Overall the provider is rated as Outstanding.

Our key findings across all the areas we inspected were as follows:

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
• Feedback from patients we spoke with or who provided feedback was consistently positive about the way staff treated them.
• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• The provider had good facilities and was well equipped to treat patients and meet their needs.
• GP care was delivered in line with current evidence based guidance.
• The service was responsive to the needs of the local population. For example, patients who were vulnerable and may have additional health needs were encouraged to attend the service. The service ensured information leaflets were available in community venues including a local addiction centre and shelter for the homeless. In addition, GPs who worked at the centre encouraged attendance through their outreach work at these venues.
• There was a clear leadership structure and staff felt supported by management. The provider proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.
• The leadership drove continuous improvement and staff are accountable for delivering change.

We saw areas of outstanding practice:

• The provider worked with the local community in particular the Boscombe Community Forum and Neighbourhood Plan to shape the future of the community and to ensure the health needs of the local population were met.
• Patient’s individual needs and preferences were central to the planning and delivery of the service. For example, the service had designed their own patient feedback questionnaires to ensure patient’s needs were met by the service. The service was promoted to vulnerable groups through close links with Boscombe Community Forum and the outreach work of GPs.

The areas where the provider should make improvement are:

• Review policies to ensure they are fully complete and reflect the systems and processes within the service.

• Review the service’s website so that the conditions that can be handled by the walk-in-service are displayed for patients.

• Review the process for staff appraisals so a programme of appraisals is maintained.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice