Archived: New Wave Integrated Care Limited

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