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Saturday 15th June 2019

GP service criticised by CQC

18th July 2012

The Care Quality Commission (CQC) has slated the levels of service delivered by a Cornish out-of-hours GP service.


Serco, which operated the service, had failed to meet four essential standards of quality and safety and has now been given 14 days to provide a report setting out how it will meet the necessary improvements.

CQC inspectors found there was too few qualified, skilled and experienced staff to meet people’s needs and a shortage of clinical staff at times, though more GPs are being recruited.

And it found that people who use the safeguarding people from abuse service were not protected from the risk of abuse, because not all staff were trained in the safeguarding of vulnerable adults and children.

Ian Biggs, deputy director of CQC in the South, said: “At least half a million people depend on this service, so it is vital that it is properly staffed with properly qualified GPs who are available when people need them.

“At times, Serco has not had enough doctors on duty and it is hardly surprising that people have complained. However we note that the service has already recruited more GPs and has introduced a new triage system to cope more effectively with calls.”

Paul Forden, managing director of Serco's Clinical Services, acknowledged that at the time of the visit, the service did not meet all aspects of four standards against which they were being audited but said that the provider has already implemented actions to ensure that required standards were being met.


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