This service is rated as Good overall. (Previous inspection November 2015 – Good)

The key questions are rated as:

Are services safe? – Good

Are services well-led? – Good

We carried out an unannounced focused inspection at NEMS GP Out of Hours Service 11 October 2018. We carried out this inspection in response to concerns, we looked at safe and well led during our inspection. As part of this inspection, we also inspected the provider’s headquarters (NEMS Community Benefit Services Limited) based in Fanum House, Nottingham on 18 October 2018, this visit was announced. The ratings for safe and well led have not changed since our last inspection in November 2015.

At this inspection we found:

• 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.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs. Processes were in place to identify patients that needed more urgent attention.
• The service was aware of some of the challenges to deliver quality care and was taking action to address them.
• This was an unannounced inspection therefore, we were unable to receive feedback from patients during the inspection. However, patient feedback received by the service demonstrated that staff involved and treated people with compassion, kindness, dignity and respect.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.
• 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 provider demonstrated effective joint working arrangements with key partners to develop-coordinated care.

The areas where the provider should make improvements are:

• Develop the staff induction programme to include site specific induction.
• Ensure oversight of all safety systems and processes on the site including oversight of infection control documentation, daily vehicle and medical equipment checks and the processes in place for the security of blank prescriptions.
• Encourage all staff throughout the service to report incidents and significant events when they occur.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice