CQC Information

Our Statement of Purpose

1. Introduction

We provide high-quality, person-centred Telehealth GP and Nursing services designed to support individuals in managing their health, recovery and long-term wellbeing.

Our model focuses on safe clinical care beyond hospital walls, including:
• Step-down care following discharge
• Structured rehabilitation and recovery
• Ongoing management of long-term conditions

We combine clinical excellence, digital innovation, and compassionate care to deliver accessible healthcare services across the UK.
All services are delivered in accordance with:
• The Health and Social Care Act 2008
• Care Quality Commission (CQC) Fundamental Standards
• NHS Digital and information governance requirements
The overall goal is for our model to seamlessly integrate with NHS primary, secondary, and community care systems, ensuring safe, coordinated, and continuous care across the patient pathway.

2. Regulated Activities

We are preparing to be registered with the Care Quality Commission (CQC) to carry out the following Regulated Activities:

• Treatment of Disease, Disorder or Injury.
• Remote Clinical Advice (RCA) services.

All regulated activities are delivered remotely through secure digital platforms, supported by robust clinical governance frameworks.

3. Aims and Objectives

Aims
• Deliver high-quality remote care that is accessible, safe, and effective.
• Promote person-centred support and empower individuals in their health journey.
• Ensure dignity, inclusion, and respect across all aspects of care.
• Lead in digital health innovation through evidence-based Telehealth practice.

Objectives
• Provide structured clinical pathways for assessment, treatment, and follow-up.
• Reduce avoidable hospital readmissions through proactive care.

Maintain full compliance with:
• CQC standards.
• Medicines legislation.
• NHS Digital requirements.

Foster multidisciplinary collaboration across:
• GPs.
• Nurses.
• Pharmacists.
• Allied health professionals.

Monitor quality through:
• Clinical audits.
• Daily platform audits.
• Patient outcomes.
• Feedback systems.

4. Governance and Service Commitments

• A robust clinical and corporate governance framework to ensure the safe, effective and lawful delivery of regulated Telehealth services.
• Clinical Leadership: Delivered by a multidisciplinary senior team including the Medical Director (Senior GP Partner), Deputy Medical Director (Senior GP), Director of Medicines Optimisation (Clinical & Independent Prescribing Pharmacist) and senior clinical leadership, ensuring shared accountability and balanced clinical decision making across all regulated activities.
• Commercial Leadership: Delivered by a multidisciplinary senior team, including Chartered Management and regulated finance professionals, ensuring shared accountability and balanced commercial decision-making across all regulated activities.
• Registered Manager Oversight: Our Registered Manager is a Registered General Nurse. They are supported by senior clinical leaders, primarily, our Director of Medicines Optimisation (our CQC Nominated Individual), with clear escalation pathways for clinical, safeguarding, medicines and operational concerns.
• Medicines and Prescribing Governance: Medicines optimisation and prescribing safety are overseen at Board level by the Director of Medicines Optimisation & Pharmacy (Chief Pharmacist), working in formal clinical partnership with the Medical Director and/or Deputy Medical Director. Clear prescribing frameworks, formularies, escalation routes and audit processes are in place to ensure medicines are used safely, lawfully and effectively across all Telehealth services.
• Regulatory Compliance: Full adherence to the Health and Social Care Act 2008, CQC regulations, medicines legislation, and NHS Digital standards.
• Risk Management: Proactive identification, monitoring and mitigation of clinical, safeguarding, medicines, operational and digital risks.
• Quality Assurance: Regular audits, incident reviews, learning cycles and outcomes monitoring.
• Accountability: Clear reporting lines and defined responsibilities across the organisation.

4.1 Integration with NHS and Community Services Working in partnership with NHS and community providers to ensure continuity, safety, and coordinated care.
GP Record Sharing Patient information is recorded in secure electronic (summary care) health records. Where appropriate and with service user consent, relevant clinical summaries are shared with the service user's registered NHS GP to support continuity of care. Discharge summaries and treatment updates are communicated promptly following consultations or episodes of care.
ICS and NHS Collaboration
The service is aligned with Integrated Care System (ICS) priorities, including reducing hospital admissions and strengthening community-based care. We collaborate with NHS providers, community services and multidisciplinary teams to coordinate care. Referrals are made to appropriate NHS services where face-to-face assessment or specialist intervention is required.
Discharge Pathways
Structured discharge support is provided for individuals transitioning from hospital or care settings. Care plans are developed with consideration of hospital discharge information and individual clinical needs. Service users are safely stepped down to primary care, community services, or self-management with appropriate follow-up and escalation where required.

5. Services Provided

Clinical Services
• Telehealth GP consultations for assessment, diagnosis, treatment, and ongoing management.
• Virtual nursing support including monitoring, medication support, wound care guidance, and rehabilitation follow-up.
• Specialist referrals (e.g., mental health, physiotherapy, dermatology).
• Structured rehabilitation programmes delivered remotely.

Patient Support Services
• Care transition assistance for individuals leaving hospital or care facilities.
• Health navigation for long-term condition management.
• Safeguarding and inclusion support for vulnerable individuals.

Digital Health Infrastructure
• Secure video, audio, and messaging platforms compliant with NHS Digital and GDPR.
• Integrated electronic health records for seamless information sharing.
• Remote monitoring tools for vital signs, rehabilitation progress and treatment adherence.

Service Enhancements
• Flexible access pathways including urgent escalation routes.
• Multidisciplinary collaboration across clinical teams.
• Continuous improvement through feedback and innovation pilots.

6. Services Delivery Model

6.1 Service User Journey
1. Referral or self-referral
2. Clinical triage
3. GP or Nurse consultation
4. Care plan development
5. Follow-up and monitoring
6. Discharge or onward referral

6.2 Response Times
• Routine appointments: within clinically appropriate timeframe
• Urgent cases: same-day or escalated appropriately

6.3 Clinical Escalation
Clear escalation pathways are in place to:
• NHS 111
• Emergency services (999)
• Local NHS providers
• Safeguarding authorities

7. Safeguarding

• Our policies are aligned with:
o Care Act 2014
o Working Together to Safeguard Adults (2023)
• Designated Safeguarding Leads
• All staff trained in safeguarding responsibilities
• Strong partnerships with:
o Local authorities
o NHS safeguarding teams
Remote Safeguarding Measures
• Identity and location verification
• Risk screening during consultations
• Escalation pathways for immediate risk

8. Service User Groups (Aligned to Service User Bands)

We are ready to provide Telehealth services to the following groups, aligned with our selected service user bands:
Service User Bands Selected
• Adults 18–65
• Adults 65+
• Mental Health services
• Physical Disability
• Sensory Impairment
Service User Groups
• Transitioning from Hospital or Care Facilities
• Rehabilitation and Recovery
• Long-Term Condition Management
• Mild to Moderate Mental Health Needs
• Vulnerable and At-Risk Adults
• Community and Family Support
• Safeguarding, Risk Management, and Safety

9. Safer Recruitment

We follow rigorous safer recruitment processes including enhanced DBS checks, identity and right-to-work verification, full employment history review, reference checks, values-based interviews, and comprehensive induction and competency assessment.

10. Safeguarding

• Safeguarding policies aligned with the Care Act 2014, Working Together to Safeguard Adults (2023), and local authority procedures.
• All staff trained to identify, escalate, and report safeguarding concerns promptly.
• Strong partnerships with safeguarding teams, NHS services, and community agencies.
• Safeguarding leads oversee incident management, ensuring concerns are recorded, investigated, and used for learning.

11. Risk Management

Person-centred risk assessments that are collaborative, clinically informed, and regularly reviewed
• Positive risk-taking approach balancing safety with autonomy and empowerment.
• Personalised support plans developed with service users and relevant professionals.
• Trauma-informed, de-escalation-focused clinical practice.

Digital and Clinical Safety
• Regular clinical governance reviews and digital risk assessments.
• Compliance with NHS Digital, GDPR, and information security standards.
• Clear pathways for reporting technical issues, safeguarding concerns, or clinical risks.
• Routine audits of digital systems, documentation, and data protection processes.
• Service users supported to understand digital safety and Telehealth tools.

Medication and Prescribing Safety
• All prescribing activity is delivered within Board‑approved clinical pathways and formularies.
• Prescribing safety is overseen by the Director of Medicines Optimisation &

Pharmacy (Chief Pharmacist) in partnership with the Medical Director.
• Secure digital systems are used to document prescribing decisions and clinical records.
• Routine audit, incident reporting and review processes are in place for medicines‑related activity.
• Clinicians receive regular competency review, supervision and refresher training.
• Service users are supported to understand their medicines, consent, risks and safe use.

Empowering Service Users
• Telehealth consultations that educate and support individuals in understanding risks, boundaries, consent, and self-protection.
• Collaborative safety planning to build confidence and independence.

12. Quality Assurance and Outcomes

• Quality is monitored through:
• Clinical audits
• Incident reporting and learning
• Service user feedback

Key Performance Indicators include:
• Patient satisfaction levels
• Clinical outcomes and recovery measures
• Reduction in hospital readmissions
• Timeliness of care delivery

13. Commitment to Continuous Improvement

We evidence our commitment to continuous improvement through: • Innovation in Telehealth delivery
• Continuous learning and governance improvement
• Patient-centred service design
• Collaboration with NHS and community partners