The Doctors Laboratory

We have not rated this service before. We rated it as requires improvement because:

• The service did not make sure that staff were up to date with their mandatory training. Not all staff had up to date training on how to recognise abuse or knew how to escalate safeguarding concerns.
• The service did not control infection risk well.
• The service did not manage waste well.
• Not all staff were trained in basic life support.
• The medicines refrigerator was not checked regularly.
• Staff showed limited understanding of how to report an incident.
• Managers did not appraise staff’s work performance regularly.
• The service treated concerns and complaints seriously, investigated them and shared lessons learned with all staff. However, the service did not clearly display information about how to give feedback or raise a concern or complain in patient areas. The service did not routinely collect patient feedback.
• There was limited visibility of senior leaders and executives from the company. Leaders only operated some effective governance processes throughout the service. Staff meetings were not held regularly.
• There was limited engagement from leaders with staff and patients.
• Leaders had limited oversight of all the risks and performance issues.

However,

• The service had enough staff with the right qualifications, skills, training and experience to keep patients safe from avoidable harm and to provide the right care and treatment. Staff kept relevant records of patients’ care. The service used systems and processes to safely administer local anaesthetics.
• The service provided care and treatment based on national guidance and evidence-based practice. Staff managed pain well. Staff monitored the effectiveness of care and treatment.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff provided emotional support to patients, families and carers to minimise their distress. They understood patients' personal, cultural and religious needs.
• The service planned and provided care in a way that met the needs of patients. Staff made reasonable adjustments to help patients access services. They coordinated care with referring doctors. People could access the service when they needed it.
• Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities.