Care Quality Commission

In May 2016, health and social care regulator Care Quality Commission (CQC) carried out a week long inspection of our service.

While we were extremely pleased to receive a rating of ‘good’ in relation to care, responsiveness and effectiveness, we were disappointed to receive an overall rating of ‘requires improvement’. Each of our core functions were rated and our NHS 111 service, patient transport service and emergency operations centres were ‘good’, however the emergency and urgent care service were found to ‘require improvement’.

There are five key themes used by the CQC whilst carrying out their inspection (safe, effective, caring, responsive, well-led) and the below table shows how we were rated under each theme:

Service Ratings

Read the full inspection report.


Following this inspection an action plan was developed and implemented and many improvements have been made, including:

  • Our risk department has recruited additional members of staff to strengthen our approach to risk.
  • A new investigation toolkit has been produced for all staff so that investigation reports fully reflect actions taken during an investigation and a summary of the root cause and lessons learned.
  • We have introduced a centralised system for the recording of community first responder (CFR) training, making it easier to see completed training or any training needs.
  • We have established new learning forums to ensure that any lessons learned can be shared, making sure that we are continuously improving.
  • We have had a major focus on health and wellbeing initiatives including the creation of a dedicated website, healthy eating events in EOC and NHS 111 and promotion of the Global Challenge, urban walks and cycling initiatives.
  • Additional practitioners have been appointed into the safeguarding team to increase capacity and provide additional advice and training.
  • We have increased awareness and training surrounding the Mental Capacity Act.

Our next inspection is due to commence shortly which we expect to include two elements: a main inspection, followed by a ‘well-led’ inspection.  We are confident in the services provide and the dedicated workforce committed to delivering the best care for our patients and we’re looking forward to showcasing this to the CQC.