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The CQC view on urgent primary care

Dr. Rebecca Payne, National Clinical Advisor at Care Quality Commission (CQC), shares insights on urgent primary care including challenges, what good and bad practices entail, emerging risks, and the evolving role of CQC in regulating urgent care services.

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The CQC view on urgent primary care

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  1. The CQC view on urgent primary care Dr Rebecca Dr Dr Rebecca Payne, National Clinical Advisor, Urgent Primary Care, Care Quality CommissionCQC

  2. Let me introduce you to my third child… 111 OOH Walk in centres Urgent treatment centres Streaming services

  3. CQC thinks… • Urgent care providers do an amazing job – 70% good and outstanding and this is rising • The sector is under resourced • It’s a risky business • Your services are changing, and our inspections need to adapt too

  4. Challenges • Demand/capacity • Recruitment and retention of staff • Resources and commissioning • Interfaces between providers • Notes access

  5. What good looks like • Effective communication with staff • Prompt initial assessment of patients • Learning from incidents, feedback and complaints • Appropriate MDT working • Good governance

  6. What bad looks like • Failures to pull out and promptly treat the sickest patients • Poor leadership • Weak systems and formal proceses • Governance gaps • Recruitment staffing and workforce planning issues • Poor communication • Poor medicines management • Under resourcing and dodgy commissioning

  7. Emerging risks… • Initial assessment of patients – what does that look like in the digital era? • Interfaces on multiprovider contracts • Getting MDT working right • Joining up the system

  8. Summary • Urgent care organisations do an amazing job - 70% good and outstanding and rising • It’s a risky business identifying and delivering care to acutely unwell people • Urgent care providers need more money • As services evolve and change, CQC is changing the way we regulate to make sure it’s appropriate for the services you provide

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