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Outstanding Out of Hours Service

21st April 2017

Medvivo, the organisation which provides Wiltshire’s GP Out of Hours service as well as a range of other health and care services, has been rated “Outstanding” by the Care Quality Commission (CQC) following a comprehensive inspection in February 2017.

Medvivo also provides a single point of access for health professionals as well as a physical response team providing non-clinical interventions and support 24hours, 7 days a week through contracts it holds with NHS Wiltshire Clinical Commissioning Group and Wiltshire Council.

Michelle Reader, Medvivo’s Director of Quality and Business Development said: “We pride ourselves on delivering the highest quality care across every service area. Our teams work extremely hard to make sure that our services are safe, effective and person-centred. Receiving this outstanding rating from the CQC really demonstrates the dedication, commitment and hard work of everyone at Medvivo.

“We will not become complacent though, we will continue to monitor our performance, find new ways of working and identify ways in which we can improve”.CQC quote

In the CQC press release, Professor Steve Field, Chief Inspector of General Practice, comments: “I hope other out of hours services will see this provider as a model for excellent care.”

Ruth Rankine, Deputy Chief Inspector of General Practice in the South Region states: “This is a great example of what outstanding care looks like.”

The Report highlights key areas of outstanding practice

  • The service worked closely with other organisations and with the local community in planning how services were provided to ensure that they met patients' needs. There were innovative approaches to providing integrated patient-centred care. The provider recognised the need to increase the resilience of the GP Out of Hours cover.

  • Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. The service had good facilities and was well equipped to treat patients and meet their needs. Patients' care needs were assessed and delivered in a timely way according to need, consistently exceeding the National Quality Requirements.

  • The leadership and culture of the provider was used to drive improvements and deliver high quality person-centred care. There was a high level of constructive engagement with staff and a high level of staff satisfaction.

Medvivo’s Chief Executive Officer, Andrew Gardner, adds: “We routinely look for innovative ways to meet the needs of our patients; for instance our latest initiative involves a partnership with the local ambulance service to provide a ‘Lift and Assist’ service, which ensures a more timely response for people who have fallen. We’re very pleased and extremely proud of an “Outstanding” rating, which is testament to the work of all our staff.”

CQC Outstanding rating logo

The CQC report highlights a number of areas of outstanding practice. Medvivo is recognised as an accredited Investors in People organisation, a disability confident employer and was the first organisation in the country to become accredited to the TSA’s Quality Standards Framework.
Read the full CQC report at


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