Transcript CQC standards - Thomas Walker Surgery

Welcome to our Patient
Participation Group meeting
Our task for today…..
• To find out what you think about the practice, the
services we offer and how they are delivered.
• To understand whether you feel changes are needed,
where and of what type.
• Be clear on what you think we should be striving to
achieve.
• Then to work out what you would like done to make that
a reality.
Why are we asking you to help us?
• The Partners and staff at this practice want to know what
their patients think of the practice and its services
• We are about to register with the Care Quality
Commission, they too will be asking you what you think
of your surgery
• The new Clinical Commissioning Group – the new body
that will take over from the Primary Care Trust, want to
be sure services that are provided by surgeries across
the city – hit the spot & give you what you need.
CQC standards
These are standards applied to surgeries, hospitals,
dental surgeries, nursing/residential homes. Once
registered, the surgery needs to show it is
Treating people with respect and involving them in
their care
Providing care, treatment and support that meets
people’s needs
Caring for people safely and protecting them from
harm
Staffing – have enough of the right staff with
appropriate proven skills
Management – are managing and monitoring care
provided at your establishment
Why regulate?
People can expect services to meet essential
standards of quality, protect their safety and
respect their dignity and rights, wherever care is
provided, wherever they live
People have a right to choice
and to know that providers
are held accountable
Registration with the CQC is
the first part of regulation
CQC
• People should be treated with respect, involved in discussions about
their care and treatment. They should be able to influence how the
service is run
This means you should be given all the options & they should be
explained. So you can make an informed decision and select your
preference. People who lack capacity to make decisions, their
chosen advocate should be included in discussions to support them
make decisions.
Meetings such as this help you influence how services are run.
• Before people are given any examination, care, treatment or
support, they should be asked if they agree to it.
You are asked whether you agree to something before it is done to you,
given to you. Sometimes that might be in writing for a minor surgical
procedure for example.
• People should get safe and appropriate care that meets their needs
and supports their rights.
Checks are made to ensure care & services provided at the surgery are
safe. That your health and care are reviewed to ensure that any care
plan in place, continues to be right and appropriate for you.
• People should get safe and co-ordinated care when they move
between different services.
If you are referred for care by other services, that you know this is
happening and agree to it. That the surgery refers you appropriately,
giving the new team all the information they may need to care for you
appropriately.
• People should be cared for in a clean environment and protected
from the risk of infection.
We need to keep the surgery clean and tidy. That clinical processes we
do are reviewed to ensure they maintain highest standards of
cleanliness and do not put anyone at any risk.
• Food and drink should meet people’s individual dietary needs.
We don’t provide food or drink on site, but clinicians need to know this
requirement exists.
• People should be safe from harm from unsafe or
unsuitable equipment.
This relates to our premises, we need to ensure they are
safe and fit for use.
• People should be cared for by staff who are properly
qualified and able to do their job.
We have to check the qualifications of clinical staff who give
you care and ensure they remain suitably skilled to treat
you.
• There should be enough members of staff to keep people
safe and meet their health and welfare needs.
Ensure there are adequate staff to meet, greet and treat
you.
• People should be given the medicines they need when
they need them, in a safe way.
Make sure you get the right medicine, that it is safe taking in
consideration any allergies or adverse reactions.
• Staff should be properly trained and supervised, and
have the change to develop and improve their skills.
That the staff who treat you are trained to carry out their
roles, making training available to develop their skills –
when required.
• The service should have quality checking systems to
manage risks and assure the health, welfare and safety
of people who receive care.
Collect the views of those receiving services (such as our
meeting today) to find out what think about the care and
services given by the practice.
• People should have their complaints listened to and
acted on properly.
Patients should know how to complain, be assured that
complaints will be investigated, acted upon and lessons
learned.
• People’s personal records, including medical records,
should be accurate and kept safe and confidential.
That details of your care are kept up to date in your medical
record. That your medical information is kept secure,
however it is held, electronically or in paper form. That
means staff protecting their passwords, keeping
information out of sight, keeping the building secure.
Checking that you agree to release of information should
an insurance company or solicitor ask to see your
records.
If you had to measure us against these
benchmarks, how do you think we are
doing?
Let’s look at the results of our
practice survey
Did any of these results surprise
you?
What did you think of them?
How are we doing with today’s
task?
• Have we identified anything that you feel
should be changed?
• Are we clear on what you would like the
change to be?
• Do we have some options that we could
put forward to other patients registered
with the practice?
Thank you!
For coming to this meeting, for
offering to help.
It’s appreciated!