CQC Leaves Out of Hours Service in Special Measures

The Care Quality Commission (CQC) has told Nestor Primecare Services Ltd t/a Primecare – East Kent (Nestor) that it must make further improvements to its NHS 111 and GP Out of Hours services following a recent focused inspection of its services.

This inspection was to follow up progress against three Warning Notices which had been issued in May 2017, when the company was first placed into special measures. 

Nestor must make a number of improvements including:

• ensuring care and treatment is provided in a safe way to patients.
• introducing effective systems and processes are in place to help ensure good governance in accordance with the fundamental standards of care.
• ensuring sufficient numbers of suitably qualified, competent, skilled and experienced persons are deployed to meet the fundamental standards of care and treatment.

Ruth Rankine, Deputy Chief Inspector of General Practice, said “I am disappointed to see that the organisation is still demonstrating that they cannot provide the service that patients need and we have issued a further two warning notices to ensure care and treatment is being provided in a safe way for service users and will continue to monitor this."

“Services need to demonstrate that they are ensuring people with the most urgent needs are prioritised at times of high demand, and to ensure that care and advice is delivered safely and effectively, and they are referred to the right service as quickly as possible when necessary."

“We will continue to work closely with our stakeholders to monitor and inspect the service to ensure that improvements are put in place."