Medvivo has again, been given the highest rating by the Care Quality Commission (CQC) after it was first declared ‘outstanding’ in April 2017 for its GP Out of Hours service in Wiltshire.

Medvivo has been providing the Integrated Urgent Care service for Bath and North East Somerset, Swindon and Wiltshire since May 2018. This brings together GP Out of Hours with NHS 111 and a new Clinical Assessment Service.  This second consecutive outstanding rating for an urgent care provider is unprecedented.

Following the CQC visit in January 2019, a full report based on the evidence gathered throughout the inspection has been published. Specific areas singled out include:

  • Clear vision and person-centred approach
  • Strong governance processes
  • Well-coordinated patient care
  • Best in class safeguarding
  • A “unique commitment” to public and patient engagement 
  • Rigorous monitoring of performance 
  • Exemplary use of data to support the whole health economy

Medvivo’s Managing Director, Liz Rugg, is immensely proud of the Medvivo team and comments: “This rating is recognition of the hard work and dedication demonstrated by our personnel in their provision of care services. To receive this rating twice, is a fantastic achievement, and testament to everyone’s commitment here to patient care.”

Chief Operating Officer, Michelle Reader adds: “The area we cover and the number of service users has increased massively since our last inspection. Everyone here should be congratulated for ensuring that we continue to deliver care of the highest quality. It also means that the residents of BaNES and Swindon can now enjoy outstanding urgent care, just as their neighbours in Wiltshire have done for a number of years”. 

The CQC Inspection Team comprised of a Lead Inspector, with a GP Specialist Adviser and two Inspection Managers.

In the report, Dr Rosie Benneyworth, Chief Inspector of Primary Medical Service and Integrated Care highlighted several areas of outstanding practice:

Working collaboratively with external stakeholders
“The provider worked collaboratively with external stakeholders on a range of initiatives to improve access to care and patient experience for those who were vulnerable, had a disability or were from a minority group. An example of this was the use of the Streetlink Homelessness App and delivering care for refugees being repatriated to the UK.”

Innovative approaches to providing integrated patient-centred care
“For example, the provider delivered an Urgent Care @Home service. The service ensured an integrated rapid health and social care response for service users in a health or social care crisis in their own home to avoid inappropriate admissions and expedite hospital discharges. This had not only improved patient outcomes but it has also supported the whole system in terms of increased capacity and financial savings.”

A strong emphasis on staff wellbeing
“The interventions initiated by the provider had led to a decrease in turnover of over 6% in the last 12 months. Examples of initiatives taken were a Health and Wellbeing Charter developed with staff, the introduction of Mental Health First Aiders, resilience workshops and self-awareness campaigns.”

The full report can be accessed at www.cqc.org.uk/location/1-347335038 or on the Medvivo website: www.medvivo.com/news/2019/outstanding-cqc-rating-retained