Inspectors have commended the work of nurses at a specialist community health service who was described as a “lifeline” by patients under their care.


The Care Quality Commission has awarded the Coloplast Care Nursing and Telehealth service an “outstanding” rating in its most recent inspection.


The Coloplast nursing service provides community and hospital-based specialist stoma and continence care in partnership with the NHS for primary adults in England.

For this inspection, which was carried out in June, the CQC reviewed the company’s community service, by observing care in the community and speaking with 23 staff, 10 patients and two carers.


The health watchdog reviewed the service’s staffing levels, policies and guidance documents, care records, staff training and competencies and infection control measures.

The service was given the top rating of “outstanding” overall, as well as for being effective, caring, responsive and well-led. It was rated as “good” for being safe.

In its report, published earlier this week, inspectors earmarked the “kind, caring and individualised approach” it witnessed from the company’s staff, which they said “promoted dignity and mutual respect”.

Inspectors praised the way in which staff were “discreet and responsive” when caring for patients, and how they “took time to interact with patients and those close to them in a respectful and considerate way”.

The CQC highlighted the way in which nurses and staff “understood the emotional and social impact that a person’s care, treatment or condition had on their wellbeing” and had “worked hard to break down barriers to discussing intimate care needs”.

“Staff and patients commented that the nurses always had time to address their concerns and provide psychological support,” said the report.

Patients and carers who spoke with the CQC had “described the support from nurses and telehealth staff as ‘like a lifeline for them’”, noted the report.

Patients had also told the CQC that although they had “initially felt embarrassment at the thought of discussing their intimate needs and being examined”, that nurses had “made them feel at ease very quickly”.

“Patients consistently said staff treated them well and with kindness, with patients commenting that staff went ‘above and beyond,” added the report.

On the whole, the service had “enough staff with the right qualifications, skills, training and experience to keep patients safe from avoidable harm and to provide the right care and treatment”, noted the CQC.

Managers were also praised for the way they “regularly reviewed and adjusted staffing levels and skill mix” and for ensuring that all staff were given a full induction.

At the time of inspection, the service had “low vacancy, turnover and sickness rates”, said the CQC.

In a joint statement, Coloplast’s director of nursing, Mary Speirs, and telehealth clinical lead, Wendy Osborne, said: “This is a fantastic recognition of the hard work the team at Coloplast have put in and we could not be any prouder of what they have achieved.

“This ‘outstanding’ CQC rating means that patients and healthcare professionals can continue to have the utmost confidence that our nursing and telehealth services are nationally recognised for providing high-quality care.

“We are constantly striving to evolve and improve the service we deliver, and this rating will spur us on even further.”

Meanwhile, senior vice president and general manager of Coloplast UK & Ireland, Annemarie van Neck, said the latest rating was a “testament to the incredible work” of the team.

“I already knew that the staff we have and the service we provide is truly outstanding, and this fantastic news from the CQC confirms it,” she said.

“I am proud of all that we do and the dedication showed by members of staff, particularly through the difficult last eighteen months when our patients have needed us most.”


SOURCE: Nursing Times