News : Region's NHS Call Centre Receives Clean Bill of Health
Swindon, UK, Dec 13, 2016 -- The team which runs the NHS 111 service across Swindon has been highly praised in a national quality audit, with one particular part of the service highlighted as ‘outstanding’.
The Care Quality Commission (CQC), the independent regulator of all health and social care services in England, carried out a routine inspection of the NHS 111 centre in Bristol which is run on behalf of the local NHS by Care UK.
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The centre, Care UK provides services to the areas of Bristol, North Somerset South Gloucestershire, Bath and North East Somerset, Wiltshire, Swindon and Gloucestershire. In total the service covers a population of approximately two million and, in the past 12 months, received in excess of 653,000 calls.
After speaking to team members and viewing patient feedback, the inspector rated the service ‘good’ for all five key core areas the audit assesses: patient safety, effectiveness, care, responsiveness to patient needs, and leadership.
In addition, the inspector rated one specific initiative an ‘area of outstanding practice’. The team at Bristol has implemented a system called ‘The Bridge’ which enables clinicians to monitor calls and identify those with the highest clinical need to be prioritised and spoken to first, building on a strong foundation of putting patient safety at the forefront of our service.
The report concluded patients experienced a service that was delivered by dedicated, knowledgeable and caring staff and that patients were supported effectively during the telephone assessment process.
Posted by Veronica Silva Cusi, news correspondent
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