Genesis Care Southampton rated outstanding by CQC inspectors

The Care Quality Commission (CQC) has rated Genesis Care in Southampton as outstanding following an unannounced comprehensive inspection of the service in December.

An update donw at 13:02 on 8th March by Mar Harrop please delete up to this full stop. Genesis Care Southampton, operated by Genesis Cancer Care UK Limited, is an independent radiotherapy service providing paid-for treatments to cancer patients over the age of 18, as well as care for patients with some non-cancerous conditions.

Following the inspection, the service, is rated outstanding overall, and also outstanding for being caring and responsive. It is rated good for being safe, effective and well-led. This was the first time the service had been rated.

Amanda Williams, CQC’s head of hospital inspection, said:

“When we inspected Genesis Care in Southampton, we found a service run by knowledgeable and competent leaders who understood and managed the challenges the service faced. It is very impressive that they received an outstanding rating at their first inspection, but it isn’t hard to see why. Staff were proud to work there, they felt supported and valued, and went out of their way to treat people with compassion, kindness and empathy. Patient's emotional and social needs were seen as being as important as their physical needs and staff took a genuine interest in them, asking how their treatment was affecting them and talking about their lives in general, which made them feel cared for.

“All patients receiving cancer treatment were offered wellbeing support services such as counselling, reflexology and relaxation techniques. Music was played in waiting areas and treatment rooms to help people relax, and some patients brought their own music to play during radiotherapy sessions. Services such as mindfulness and relaxation were also offered to staff and to patients' families to help them support their loved one through their treatment.

“All patients were provided with door to door transport to appointments, funded by the provider, to help them cope with tiredness, a common side effect experienced by those undergoing radiation treatment. Some people travelled from the Channel Islands and stayed in local accommodation while being treated. Staff provided them with advice on places to stay and eat, and the service also provided transport to and from the airport. If a patient’s insurance didn’t cover the cost of their flights or accommodation, these were reimbursed by Genesis Care.

“Patient feedback was overwhelmingly positive, they praised staff for being kind, compassionate and professional and said the care and support they were given exceeded their expectations. One patient thanked staff for being a friend in difficult times. Leaders and staff are thoroughly deserving of their outstanding rating and should feel proud of themselves.”

CQC found the following during this inspection:

• Leaders ran the service well using reliable information systems and supported staff to develop their skills. Managers monitored the effectiveness of the service and made sure staff were competent
• The service had enough staff to care for patients and keep them safe. Staff provided a high level of care and treatment. They had training in key skills, understood how to protect patients from abuse, and managed safety well
• Staff assessed risks to patients, acted on them and kept good care records. The service managed safety incidents well and learned lessons from them. Staff also controlled infection risk well and managed medicines well
• There was a strong, visible, patient centred culture. 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 consistently 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 exceptional emotional support to patients, families and carers. Patient’s emotional and social needs were seen as being as important as their physical needs
• 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. There were consistently high levels of engagement with staff and people who use services. Staff were clear about their roles and accountabilities. Staff were committed to continually improving services
• The service planned care to meet the needs of local people, always took account of patients’ individual needs, and made it easy for people to give feedback. Patient’s individual needs and preferences were central to the delivery of tailored services. Patients accessed the service when they needed it and did not have to wait too long for treatment
• The service had been awarded a Macmillan Environment Quality Mark which champions cancer treatment environments that offer an exceptionally welcoming and friendly space for patients.

Inspectors found the following examples of outstanding care:

• The service provides patients with surface guided radiotherapy treatment. This allows patients to receive treatment without using permanent ink tattoos (these are normally used to position a patient correctly under the radiotherapy machine)
• The lead radiographer provided patients with an out of hours contact to support them during treatment
• The service provided patients with taxi transfers from home to the service, for their treatment so patients, and those close to them, did not have to worry about how they would get to the service or the financial impact of a cancer diagnosis
• The service supported patients from the Channel Islands to undergo treatment by supporting them with costs for travel and accommodation
• Staff supported patients who required medicines by collecting them from the pharmacy, so they were ready when a patient attended.

Full details of the inspection are given in the report published on our website.

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