Urgent Care 24 recognises that good performance against standards results in high quality and timely care for patients. Urgent Care 24 has close working relationships with commissioners of all the services provided and regularly reports to commissioners on our compliance with performance targets.
All services have performance targets included within the contracts – these can be national targets or locally agreed targets. Performance and quality targets cover all aspects of the services provided, including:
- time targets for providing care
- audit of the clinicians and non-clinical staff providing the service
- supply of clinical information to the patient’s own registered surgery
- communication between the patient’s registered surgery and Urgent Care 24 regarding best provision of care for specific patients
- seeking feedback from patients on the service they received from Urgent Care 24
- reporting on complaints, compliments and incidents regarding services
- proof of adequate planned medical cover to provide services, including at times of peak demand such as bank holidays
- evidence of provisions made for patients with different communication needs
- evidence of compliance with regulations such as Information Governance and Safeguarding of children and vulnerable adults
- frequency of reporting to commissioners on performance against targets.
Regular and open reporting of performance against standards enables the commissioners and Urgent Care 24 together to identify what action is needed in those areas where performance falls short of the standard that patients should expect. Reporting on standards also enables commissioners to review services provided and plan for future services to best meet the needs of patients.
Our most recent CQC inspection took place in 2013
of patients requiring a face-to-face consultation with a GP at an out-of-hours centre started their consultation within 2 hours of the end of their telephone assessment.