- Prison healthcare
HMP Thameside
We served a warning notice on Practice Plus Group Health and Rehabilitation Services Limited on 27 February 2025 for failing to meet the regulations relating to the safe care and treatment of service users at HMP Thameside. The provider had failed to ensure service users received safe care and treatment, that their records contained all relevant information, that they received the correct medication and on time and that they discharged service users to other organisations safely.
We served a warning notice on Practice Plus Group Health and Rehabilitation Services Limited on 27 February 2025 for failing to meet the regulations relating to good governance at HMP Thameside. Governance meetings were not effective and there were no suitable processes in place to manage or monitor internal and external hospital appointments as well as other clinical tasks and the audit function did not help improve services.
Report from 25 February 2025 assessment
Contents
On this page
- Overview
- Person-centred Care
- Care provision, Integration and continuity
- Providing Information
- Listening to and involving people
- Equity in access
- Equity in experiences and outcomes
- Planning for the future
Responsive
We looked at 1 quality statement in this key question. The provider had not made sufficient progress to address the regulatory breaches found at our previous inspection.
Complaints were not managed in line with the provider’s policy. There was insufficient information recorded to manage and report on complaints effectively and some complaints were closed without a response being sent to the patient.
Find out what we look at when we assess this area in our information about our new Single assessment framework.
Person-centred Care
The judgement for Person-centred Care is based on the latest evidence we assessed for the Responsive key question.
Care provision, Integration and continuity
The judgement for Care provision, Integration and continuity is based on the latest evidence we assessed for the Responsive key question.
Providing Information
The judgement for Providing Information is based on the latest evidence we assessed for the Responsive key question.
Listening to and involving people
The complaints system was not effective. Staff did not always record sufficient information about the progress of the complaint and complaints were not consistently responded to.
At the last inspection we found patient complaints were frequently logged as a concern when they were in fact a formal complaint. During this assessment we found complaints were correctly recorded, however, the complaint system was not being managed effectively. We reviewed the spreadsheet used to manage patient complaints as well as a sample of responses sent out. We found staff had not consistently recorded relevant information to establish what stage each complaint was at. We also found there was pertinent information missing which could not be located and some complaints had been closed without a response being provided to the complainant. This meant that limited improvement activity could take place as a result of complaints and individual patients may not have their concerns addressed.
Equity in access
The judgement for Equity in access is based on the latest evidence we assessed for the Responsive key question.
Equity in experiences and outcomes
The judgement for Equity in experiences and outcomes is based on the latest evidence we assessed for the Responsive key question.
Planning for the future
The judgement for Planning for the future is based on the latest evidence we assessed for the Responsive key question.