CQC has published a report which is critical of the GP out of hours provision based at Cudmore House in Truro. CQC inspected against eight outcomes of the “Essential Standards of Quality and Safety”. Out of the eight outcomes inspected, Serco was only compliant with four. The outcomes that Serco failed to establish compliance with were:

  • Outcome 7 – People should be protected from abuse. CQC found Serco staff were not properly trained, although they found this failure only had a minor impact on people who were using the service. Of course, if there had been evidence of failures in referrals for safeguarding investigations, CQC may have concluded differently
  • Outcome 13 – Enough members of staff to keep people safe and meet their health and welfare needs. CQC considered this had a moderate impact on people using the service. The reason for this was that there was evidence of GPs working double shifts and 13 hours a day. There was a shortage of clinical cover, which affected people’s care 
  • Outcome 14 – Staff should be properly trained and supervised. Again CQC considered there was a moderate impact on those using the service as a result of this failure 
  • Outcome 16 – The service should have quality checking systems to manage risk. Serco did not have evidence of an effective system to monitor quality, which is surprising considering the size of the provider and the importance of the issue. CQC assessed this had a moderate effect on service users

Serco has been asked to report to CQC within 14 days to confirm action has been taken.