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Quality underpins all aspects of our operations

Writing the word qualityMedvivo strives to acheive the highest quality in all aspects of our operations and we work hard to ensure we provide services and solutions that deliver safety, professionalism and the highest user satfisfaction. We actively measure our performance and seek feedback from our service users and customers. We are accredited to the TSA Integrated Code for Telecare and Telehealth.

All calls in and out of Medvivo's offices and premises are recorded for quality and training purposes.

Care Quality Commission (CQC)

The Care Quality Commission is the independent regulator of health and adult social care in England. In April 2012, all organisations providing OOH Primary Care became legally responsible for making sure they meet essential standards of quality and safety and must be registered with the CCQC.

We are registered with the Care Quality Commission for a number of regulated activities. Our OOH primary care service was subject of an unannounced, scheduled inspection in July 2013. We were found to be fully compliant with all of the standards reviewed.

Our Inspection Report states:

“We spoke to people who had used the out of hours service or their relatives. People were all very positive about the service they had received. One person told us they were ‘delighted with the service’. Another person told us ‘the doctor was absolutely amazing’.

People told us they were treated with respect and we observed this to be the case. People were spoken to politely and with empathy and patience. People told us their needs were met promptly. One relative told us how delighted they were that their child was seen by a doctor only one hour after contacting NHS 111

There were effective systems in place to monitor quality and safety and a culture in which complaints and incidents were welcomed as opportunities to make improvements."

Care Quality Commission (CQC) Report

CQC logo

28th March 2014 | 8.66 MB

» Download CQC Inspection Report

How are we doing?

We are committed to measuring and improving the quality of the services we provide. In order to secure continuous improvement and demonstrate accountability, we have embedded the fundamental objectives of performance measurement within organisational culture. This ensures that the process does not become an end in itself.

We measure our performance in a number of ways:

  • Workforce
  • Clinical Quality and Effectiveness
  • Patient Experience
  • Patient Access 

Cover of Quality Report 2015-6Read our Quality Report for information about our achievements in relation to effectiveness, safety and experience which demonstrate our commitment to providing consistent, evidence-based, high quality care to those who use our services.

We believe in being transparent and accountable about the care and treatment we provide. We are proud to promote our achievements, but also want to be open about what we could do better. Our local commissioners set targets to measure our performance. We also set our own priorities and objectives so that we can develop our service and improve the care given to patients. We consistently meet and exceed all of our key performance indicators.

You can also find out what we have been doing in response to feedback we receive from patients, service users and the general community on our "You Said, We Did" page.

If you have feedback you'd like to share with us, please complete our online form, call 0800 6444 200 or email communicate@medvivo.com.

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