Archived: Urgent Care Centre - Malton

Updated 13 November 2017

Urgent Care Centre - Malton (UCC) provides an urgent care service and an Out-of-hours service through a contract with the Scarborough and Ryedale CCG to approximately 18,375 patients. Yorkshire Doctors Urgent Care (YDUC) which provides the service is part of a national organisation, Vocare Limited, which provides urgent care and Out-of-hours services (OOHs) to 10 million patients across the United Kingdom. YDUC also provide OOHs services and/or urgent care centres at Scarborough Hospital.

Patients can access the urgent care service 24 hours a day, 365 days a year and the out-of-hours service from 6.30pm to 8am Monday to Friday and 24 hours throughout Saturday, Sunday and Bank Holidays. Calls to the out-of-hours service are handled by the NHS 111 telephone number. Patients are informed whether they will receive a telephone triage by the clinician in YDUC or face to face contact. The calls are passed directly to the YDUC system and appointments are directly booked for patients in the YDUC diary.

There is a Local Clinical Director for the UCC - Malton and a stable clinical staff team. There is one full time GP and two part time GPs who work across the UCC - Malton and the UCC - Scarborough. There are four full time and nine part time nurses who work across the UCC - Malton and the UCC - Scarborough. There are also 14 bank GPs and eight bank nurses who work across the UCC - Malton and the UCC – Scarborough (bank staff are GPs and nurses who are not employed permanently by YDUC but who are available to work as and when required). All of the clinicians, permanent and bank, will work across all the centres covered by YDUC as and when required.

The service employs a number of both male and female GPs and nursing staff from the local community. The clinicians are supported by an administration / call handling team, receptionists, drivers and a management team who are responsible for the day to day running of the service.

The service supported the training of GP Registrars; doctors who are training to become GPs.

Updated 13 November 2017

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Urgent Care Centre - Malton on 6 September 2017. Overall the service is rated as good.

Our key findings across all the areas we inspected were as follows:

• There was an open and transparent approach to safety and an effective system in place for recording, reporting and learning from significant events.
• Risks to patients were assessed and well managed.
• Patients’ care needs were assessed and delivered in a timely way according to need. The service met the National Quality Requirements.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment. Staff had access to and made use of e-learning training modules and in-house training. However it was not clear if all staff were up to date with mandatory training updates. In July 2017 the provider had centralised all the training and appraisal functions at the York regional office to enable them to monitor completion and highlight and address any gaps.
• There was a system in place that enabled staff access to patient records. The out-of-hours’ staff provided other services, for example the local GP and hospital, with information following contact with patients as was appropriate.
• The service managed patients’ care and treatment in a timely way.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• The service had good facilities and was well equipped to treat patients and meet their needs. The vehicles used for home visits were clean and well equipped.
• There was a clear leadership structure and staff felt supported by management. The service proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

However there was an area of practice where the provider needed to make improvements.

The provider should:

• Monitor that all staff are up to date with mandatory refresher training and appraisals.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice