METRO Woolwich Also known as Pitstop Clinic

We rated it as good because:

• We rated the service as good for all key questions.

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.

• Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information.

• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.

• All four service users we spoke to were very positive about the Pitstop Clinic and the staff that worked there. Patients expressed gratitude that this type of service was available in their local area.

• The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it.

• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

• The provider carried out staff checks at the time of recruitment and on an ongoing basis where appropriate. However, it did not collect information regarding any physical or mental health conditions that may impact a member of staff’s ability to carry on, manage or work for the purposes of, the regulated activity. During the inspection period, the provider shared a form with us that they planned to use to collect this information in the future.

• The service did not have a system in place to ensure in collected feedback from people using the service on an ongoing basis. At the time of the inspection, the service had only collected limited feedback from patients attending the Pitstop Clinic.