Community Health and Eyecare Limited (CHEC - Northampton)

This is the first time we have rated this service. We rated it as ​outstanding​ because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well.

• Staff provided good care and treatment. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, and supported them to make decisions about their care.

• There was a strong, visible, person-centred culture. Staff were highly motivated and inspired to offer care that was kind and promoted people’s dignity. Relationships between people who used the service, those close to them and staff were strong, caring, respectful and supportive. These relationships were highly valued by staff and promoted by leaders.

• People’s individual needs and preferences were central to the delivery of tailored services. There were innovative approaches to providing integrated person-centred pathways of care. There was a proactive approach to understanding the needs and preferences of different groups of people and to delivering care in a way that met these needs. People could access services and appointments in a way and at a time that suited them. The service made it easy for people to give feedback and used the learning from complaints and concerns as an opportunity for improvement.

• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

• The service had some clinical areas with no hand wash basins and this was not in line with national guidance. This had already been identified by the provider and actions had been put in place to mitigate risk.

• The service did not maintain a written explanation of gaps in employment history for all staff, as is required by regulations to ensure safe recruitment practices.

• Policies did not always have a review date or refer to national guidance. This had already been identified by the provider and a policy review process was underway.

• There was not always evidence that risks on the risk register had been regularly reviewed and updated.