Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Fitzwilliam Hospital Milton Way, South Bretton, Peterborough, PE3 9AQ Tel: 01733261717 Date of Inspection: 18 December 2013 Date of Publication: January 2014 We inspected the following standards as part of a routine inspection. This is what we found: Consent to care and treatment Care and welfare of people who use services Management of medicines Staffing Complaints Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 1
Details about this location Registered Provider Registered Managers Overview of the service Type of service Regulated activities Ramsay Health Care UK Operations Limited Mr. James Beech Mr. Carl Cottam The Fitzwilliam Hospital has inpatient beds for up to 43 people having a range of surgical procedures, including two high dependency beds. There are three surgical theatres, a surgical day case unit and an ambulatory care unit (for minor procedures lasting four to six hours). The Fitzwilliam Hospital also provides a range of diagnostic facilities, outpatient clinics and physiotherapy services. Acute services with overnight beds Diagnostic and screening procedures Family planning Surgical procedures Termination of pregnancies Treatment of disease, disorder or injury Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 2
Contents When you read this report, you may find it useful to read the sections towards the back called 'About CQC inspections' and 'How we define our judgements'. Summary of this inspection: Page Why we carried out this inspection 4 How we carried out this inspection 4 What people told us and what we found 4 More information about the provider 4 Our judgements for each standard inspected: Consent to care and treatment 6 Care and welfare of people who use services 8 Management of medicines 10 Staffing 11 Complaints 13 About CQC Inspections 15 How we define our judgements 16 Glossary of terms we use in this report 18 Contact us 20 Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 3
Summary of this inspection Why we carried out this inspection This was a routine inspection to check that essential standards of quality and safety referred to on the front page were being met. We sometimes describe this as a scheduled inspection. This was an unannounced inspection. How we carried out this inspection We looked at the personal care or treatment records of people who use the service, carried out a visit on 18 December 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff. What people told us and what we found As part of our inspection we spoke with seven people who used the service and four people's relatives. All of the people we spoke with and their relatives spoke very highly of the care that had been provided. One person we spoke with told us, "This hospital has been magnificent, the treatment has been excellent and all of the staff so helpful." Another person told us, "It was as good as I expected it to be, they make you feel special." We found that before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. All of the people we spoke with were able to tell us about how their consent had been sought and that they had been given an opportunity to ask questions. We reviewed seven people's care records and found that people's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. When we spoke with people we found that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. We also found that there were enough skilled, experienced and qualified to staff to meet people's needs. People's complaints were fully investigated and resolved, where possible, to their satisfaction. You can see our judgements on the front page of this report. More information about the provider Please see our website www.cqc.org.uk for more information, including our most recent judgements against the essential standards. You can contact us using the telephone number on the back of the report if you have additional questions. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 4
There is a glossary at the back of this report which has definitions for words and phrases we use in the report. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 5
Our judgements for each standard inspected Consent to care and treatment Before people are given any examination, care, treatment or support, they should be asked if they agree to it Our judgement The provider was meeting this standard. Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. Reasons for our judgement As part of our inspection we reviewed seven sets of people's care records. We saw that each set of records had several examples of consent contained in them. There were two key formats for obtaining consent related to surgical treatments and interventions. One type of consent was linked to surgery that required anaesthesia and one was linked to surgery and treatment that did not require surgical intervention. All of the consent forms that we saw had been completed by a consultant surgeon. A record of the discussion that had taken place with the person the consent related to had been clearly recorded in each case. This record made reference to the potential complications of the proposed surgery as well as statistics referring to the likelihood of the complication occurring. This meant that people were assured that their treatment would only proceed where an informed and vaild consent had been taken. The people we spoke with told us that they could clearly recall the discussions which they had with the consultant surgeon and that they had understood the explanation and the risks of the surgery they intended to have. They also told us that they had received a leaflet prior to admission for surgery with additional information related to their treatment with further written information given to them at the time of consent. One person told us, "I remember the explanation and the consent form. They told me everything that goes on and I got chance to ask questions." We saw further evidence of consent during our inspection in other parts of people's care records. For example, each care record included a yellow sheet that had been completed by a consultant anaesthetist. In the comments and variance box on the yellow sheet detail of people's agreement for anaesthesia was recorded. There were other records of people's verbal consent in care pathways that were contained within people's care records. For example, one person had agreed to have an indwelling urinary catheter inserted and their agreement had been recorded. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 6
The evidence that we saw showed that before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 7
Care and welfare of people who use services People should get safe and appropriate care that meets their needs and supports their rights Our judgement The provider was meeting this standard. Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Reasons for our judgement During our inspection we reviewed seven people's care records. Care records were split into two parts with one part containing information required for each shift such as observations, medication and care plans kept with the people they referred to. Pre admission and medical information was kept separately. This meant that staff had access to the information they needed quickly and easily and people could participate, when appropriate, in their care because they had access to their records. The care records that we reviewed used a 'care pathway' (a standardised condition related care plan) to assess people's needs and describe the care they needed to receive. For example people having a hip or knee replacement had a care pathway that assessed their needs in relation to hip or knee replacements and outlined the care they needed to receive pre and post operatively as well as on discharge. The care pathways were used by all clinical staff. One person we spoke with told us, "The staff have been superb. They assess my pain and if I need a pain killer I get it." Another person said, "They are very professional, with good nursing practices and if I need access to a doctor I get one." People had more than one care pathway in their care records where this was necessary. For example some people had care pathways for the insertion of indwelling urinary catheters, which contained details of the date of insertion, the type of catheter used and the care staff needed to give. Care pathways for urinary catheters were also linked to fluid input and output charts. Every type of surgery, treatment and intervention had a care pathway relating to it. Whilst the care pathways contained core standardised information they were also personalised to the meet the needs of individuals. The care records, including the care pathways, that we saw showed us that people's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. In addition to care pathways, other assessments took place which looked at clinical risks. We noted that people had risk assessments in relation to venous thromboembolism (blood clots), pressure sores using the 'waterlow' scale (a nationally recognised scoring system for assessing the risk of pressure), moving and handling and infection control. Most of Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 8
these risk assessments were initiated when people were assessed pre admission. For example, people were screened using swabs for the risk of methicillin resistant staphylococcus aureus (MRSA) before they were admitted to the hospital. This showed that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. All of the risk assessments and use of care pathways that we saw were based on recognised nationally known models. For example people who had an intravenous infusion (IV) had a visual infusion phlebitis (VIP) score to make sure the IV site remained healthy. Another example we saw being used was a sepsis screening tool linked to an early warning score (EWS) which prompted clinical staff to escalate concerns if people became unwell. The use of these risk assessment tools showed that people's care and treatment reflected relevant research and guidance. We were shown a copy of the business continuity plan by the matron. This contained details of a range of planned responses to potential emergencies such as responding to fire, medical emergencies and severe weather. Each potential emergency that had been identified contained a flow chart for ease of reference. We saw that there was equipment in place to support evacuation in the event of fire throughout the building. The staff we spoke with knew where it was located and how to use it. We also asked non-medical staff about medical cover and what actions should be taken if there was a medical emergency. We were told that there was 24 hour resident medical officer (RMO) cover in place, consultant support and agreements in place with the local National Health Service trust. This meant there were arrangements in place to deal with foreseeable emergencies. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 9
Management of medicines People should be given the medicines they need when they need them, and in a safe way Our judgement The provider was meeting this standard. People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines. Reasons for our judgement We saw that the provider had an arrangement in place that linked it to the pharmacy of a National Health Service Trust. Medication was supplied by the pharmacy and a pharmacist visited at least weekly to monitor stock and check prescribing. This included medicines that people needed to take home. The provider had a person employed who transported medication and prescriptions between the two services. This showed that there were appropriate arrangements were in place in relation to obtaining medicine. Hospital style medication charts were being used that clearly outlined the allergies of people in a red box at the top of the chart. There were separate places on the chart for as and when (PRN) medication and intravenous (IV) fluids. Every time medication was given the chart was signed by the individual giving the medication so that an audit trail had been created. This showed that appropriate arrangements were in place in relation to the recording of medicine. All medication was prescribed by the resident medical officer (RMO) or a consultant. Medicines were administered by registered nurses (RN's). During our inspection we observed RN's administering medication and drawing up IV's which they gave to people in line with the nursing and midwifery council (NMC) administration of medication requirements. This showed that medication was prescribed, given and administered appropriately. We noted that the provider had a new purpose built clinical room that had been specifically designed to store medication on the inpatient unit. The clinical room was kept locked and contained locked cupboards for storing medications. Controlled drugs (CDs) were stored in a locked steel cabinet within a locked cupboard. In theatres CDs were also stored in a locked steel cabinet. We also saw that CD's were administered by two RN's or an RN and a doctor or anaesthetist in theatres. This meant that medicines, including CDs, were kept and administered safely. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 10
Staffing There should be enough members of staff to keep people safe and meet their health and welfare needs Our judgement The provider was meeting this standard. There were enough qualified, skilled and experienced staff to meet people's needs. Reasons for our judgement As part of our inspection we reviewed the levels of staffing on the inpatient surgical ward and spoke with five members of staff. We found that the provider had defined the core ratios of registered nurses to people for each shift. These were recorded shift by shift on a board for staff and people to see. For example, we saw that on the day of our inspection there were four RN's on duty and each RN had five people to care for. The RN's were supported by a healthcare assistant and there was also a ward sister on duty. This showed that the provider had linked the numbers of staff and the skills of staff to the activity levels. We were told by the ward sister that the numbers of staff available increased with the number of people on the ward. This was possible because there was a clear plan of what surgical activity was taking place and this was linked directly to the numbers of ward and theatre staff available. For example we were told by the theatre manager that some surgery had been cancelled because there was not enough specialist theatre staff on duty on that day. The ward sister also told us that if there were concerns about staffing levels there was always support to increase the number of staff on duty to ensure the safety of people who used the service. This was corroborated by other staff that we spoke with. One member of staff we spoke with told us, "The staff here work as a team and the staffing levels are good." Another member of staff told us, "If you have a seriously ill patient it can be very busy but if you ask for help you get it." This showed us that the provider had made plans to ensure that enough staff were available to support people's needs. We asked about medical staff cover. We were told that a resident medical officer (RMO) was on duty 24 hours a day. Each RMO worked for a week at a time and slept on site. People being cared for had a named consultant who was contactable by the RMO and senior nursing staff if necessary. On the day of our inspection there were agency and bank nursing staff on duty. When we spoke with the ward sister and with the staff themselves we found that they were agency and bank staff that were familiar with the unit. We were told that the ward had three nursing vacancies and we saw that on the day of our inspection that interviews were taking place for additional nursing staff. Some of the staff being interviewed were bank staff. This Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 11
showed that the provider had plans in place to ensure that staff were available and vacancies were being filled. The evidence that we saw on the day of our inspection showed that there were enough skilled, experienced and qualified to staff to meet people's needs. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 12
Complaints People should have their complaints listened to and acted on properly Our judgement The provider was meeting this standard. There was an effective complaints system available. Comments and complaints people made were responded to appropriately. Reasons for our judgement We asked for and received a summary of complaints people had made and the provider's response. Formal complaints were all reviewed by the general manager and the matron in charge of the hospital. An electronic system was in place to log the receipt of complaints and a response process was followed which was prompted by this system. The electronic system also prompted staff to score the complexity and seriousness of the complaint and this meant that some complaints were escalated to director level. The matron and the general manager of the service also presented and analysed data relating to complaints, including themes that complaints covered such as staff attitudes. This meant that the staff, including the most senior staff within the organisation were aware of issues being raised by people who used the service. We saw that people who had complained received a formal acknowledgement of their complaint with information about the timescale within which that would receive a response. Where this timescale could not be met because staff involved were for example, on annual leave, the complainant received further correspondence keeping them updated. We noted that people were invited to meet with senior members of staff at their convenience if they wished to do so. This meant that people's complaints were fully investigated and resolved, where possible, to their satisfaction. We saw that complaints were used to identify themes of concern which the provider acted on wherever possible. For example we saw that a theme of delays in answering call bells had been identified from complaints and a new bleep system had been introduced as a result of this identified issue. This showed that people had their comments and complaints listened to and acted on. People were also asked to feedback on the services they received in other ways. For example, comment cards were available within people's rooms which they were encouraged to fill in. These cards were reviewed daily as people were discharged by the matron to identify issues of concern. The provider also used a 'friends and family test' where people were asked if they would recommend the service. Data and information from this was reported to the clinical commissioning group (CCG) as part of a formal quality monitoring arrangement. This showed that comments and complaints were monitored Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 13
appropriately and people were supported to make comments or complaints where necessary. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 14
About CQC inspections We are the regulator of health and social care in England. All providers of regulated health and social care services have a legal responsibility to make sure they are meeting essential standards of quality and safety. These are the standards everyone should be able to expect when they receive care. The essential standards are described in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009. We regulate against these standards, which we sometimes describe as "government standards". We carry out unannounced inspections of all care homes, acute hospitals and domiciliary care services in England at least once a year to judge whether or not the essential standards are being met. We carry out inspections of other services less often. All of our inspections are unannounced unless there is a good reason to let the provider know we are coming. There are 16 essential standards that relate most directly to the quality and safety of care and these are grouped into five key areas. When we inspect we could check all or part of any of the 16 standards at any time depending on the individual circumstances of the service. Because of this we often check different standards at different times. When we inspect, we always visit and we do things like observe how people are cared for, and we talk to people who use the service, to their carers and to staff. We also review information we have gathered about the provider, check the service's records and check whether the right systems and processes are in place. We focus on whether or not the provider is meeting the standards and we are guided by whether people are experiencing the outcomes they should be able to expect when the standards are being met. By outcomes we mean the impact care has on the health, safety and welfare of people who use the service, and the experience they have whilst receiving it. Our inspectors judge if any action is required by the provider of the service to improve the standard of care being provided. Where providers are non-compliant with the regulations, we take enforcement action against them. If we require a service to take action, or if we take enforcement action, we re-inspect it before its next routine inspection was due. This could mean we re-inspect a service several times in one year. We also might decide to reinspect a service if new concerns emerge about it before the next routine inspection. In between inspections we continually monitor information we have about providers. The information comes from the public, the provider, other organisations, and from care workers. You can tell us about your experience of this provider on our website. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 15
How we define our judgements The following pages show our findings and regulatory judgement for each essential standard or part of the standard that we inspected. Our judgements are based on the ongoing review and analysis of the information gathered by CQC about this provider and the evidence collected during this inspection. We reach one of the following judgements for each essential standard inspected. This means that the standard was being met in that the provider was compliant with the regulation. If we find that standards were met, we take no regulatory action but we may make comments that may be useful to the provider and to the public about minor improvements that could be made. Action needed This means that the standard was not being met in that the provider was non-compliant with the regulation. We may have set a compliance action requiring the provider to produce a report setting out how and by when changes will be made to make sure they comply with the standard. We monitor the implementation of action plans in these reports and, if necessary, take further action. We may have identified a breach of a regulation which is more serious, and we will make sure action is taken. We will report on this when it is complete. Enforcement action taken If the breach of the regulation was more serious, or there have been several or continual breaches, we have a range of actions we take using the criminal and/or civil procedures in the Health and Social Care Act 2008 and relevant regulations. These enforcement powers include issuing a warning notice; restricting or suspending the services a provider can offer, or the number of people it can care for; issuing fines and formal cautions; in extreme cases, cancelling a provider or managers registration or prosecuting a manager or provider. These enforcement powers are set out in law and mean that we can take swift, targeted action where services are failing people. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 16
How we define our judgements (continued) Where we find non-compliance with a regulation (or part of a regulation), we state which part of the regulation has been breached. Only where there is non compliance with one or more of Regulations 9-24 of the Regulated Activity Regulations, will our report include a judgement about the level of impact on people who use the service (and others, if appropriate to the regulation). This could be a minor, moderate or major impact. Minor impact - people who use the service experienced poor care that had an impact on their health, safety or welfare or there was a risk of this happening. The impact was not significant and the matter could be managed or resolved quickly. Moderate impact - people who use the service experienced poor care that had a significant effect on their health, safety or welfare or there was a risk of this happening. The matter may need to be resolved quickly. Major impact - people who use the service experienced poor care that had a serious current or long term impact on their health, safety and welfare, or there was a risk of this happening. The matter needs to be resolved quickly We decide the most appropriate action to take to ensure that the necessary changes are made. We always follow up to check whether action has been taken to meet the standards. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 17
Glossary of terms we use in this report Essential standard The essential standards of quality and safety are described in our Guidance about compliance: Essential standards of quality and safety. They consist of a significant number of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009. These regulations describe the essential standards of quality and safety that people who use health and adult social care services have a right to expect. A full list of the standards can be found within the Guidance about compliance. The 16 essential standards are: Respecting and involving people who use services - Outcome 1 (Regulation 17) Consent to care and treatment - Outcome 2 (Regulation 18) Care and welfare of people who use services - Outcome 4 (Regulation 9) Meeting Nutritional Needs - Outcome 5 (Regulation 14) Cooperating with other providers - Outcome 6 (Regulation 24) Safeguarding people who use services from abuse - Outcome 7 (Regulation 11) Cleanliness and infection control - Outcome 8 (Regulation 12) Management of medicines - Outcome 9 (Regulation 13) Safety and suitability of premises - Outcome 10 (Regulation 15) Safety, availability and suitability of equipment - Outcome 11 (Regulation 16) Requirements relating to workers - Outcome 12 (Regulation 21) Staffing - Outcome 13 (Regulation 22) Supporting Staff - Outcome 14 (Regulation 23) Assessing and monitoring the quality of service provision - Outcome 16 (Regulation 10) Complaints - Outcome 17 (Regulation 19) Records - Outcome 21 (Regulation 20) Regulated activity These are prescribed activities related to care and treatment that require registration with CQC. These are set out in legislation, and reflect the services provided. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 18
Glossary of terms we use in this report (continued) (Registered) Provider There are several legal terms relating to the providers of services. These include registered person, service provider and registered manager. The term 'provider' means anyone with a legal responsibility for ensuring that the requirements of the law are carried out. On our website we often refer to providers as a 'service'. Regulations We regulate against the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009. Responsive inspection This is carried out at any time in relation to identified concerns. Routine inspection This is planned and could occur at any time. We sometimes describe this as a scheduled inspection. Themed inspection This is targeted to look at specific standards, sectors or types of care. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 19
Contact us Phone: 03000 616161 Email: enquiries@cqc.org.uk Write to us at: Care Quality Commission Citygate Gallowgate Newcastle upon Tyne NE1 4PA Website: www.cqc.org.uk Copyright Copyright (2011) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Inspection Report Fitzwilliam Hospital January 2014 www.cqc.org.uk 20