moderate“call scheduled for 10 am, was made as early as 08.55 am and as late as 11.15am”
governance
1 finding
critical“Systems in place to assess, monitor and improve the quality and safety of the services provided were not always effective.”
complaints handling
1 finding
moderate“complaints had been received in November and December 2022 relating to call times; therefore, we could not be assured that actions taken in response were effective in a timely manner”
incident learning
1 finding
moderate“From August 2022 to March 2023, the provider had been completing 2-weekly audits of calls times, which showed ongoing issues with calls time.”