Manchester Medics Limited gained registration in November 2015. The cover is for treatment of disease, disorder, or injury, encompassing assessment, diagnostic, and treatment pathways. The MM senior management team operates within existing CQC approved provider operations, continually demonstrating the management qualities necessary for activities across all intended locations. Our administration handles everything from booking initial consultation appointments to follow-up clinics, managing patient flows, and providing full recovery and aftercare procedures.
The MM CQC Registered Manager and the operating Service Manager meet monthly with lead clinicians and senior nurses to discuss clinical effectiveness and risk management. GP representatives are a welcome addition to this committee.
The Registered Manager and the operating Service Manager ensure that all relationships with consultants and nursing staff used by MM are handled professionally and competently.
MM regularly gathers patient feedback to ensure that our services are appreciated and assessed. We set and monitor patient satisfaction targets and hold regular discussions with clinicians and management from partner organizations. Regular audits are performed to review service targets, referral outcomes, treatment results, and clinical effectiveness.
Clinical managers are responsible for patient satisfaction. Each patient is asked to complete a satisfaction survey after their care pathway is completed. Trends and interventions are shared with commissioners in line with contract requirements.
Complaints are handled by clinical managers, who ensure they are addressed promptly. The target for initial responses is two days, with a full response following investigation within two weeks. Responses are provided in writing, and face-to-face meetings are conducted if necessary. Reports on trends and interventions are submitted quarterly to commissioners, adhering to NHS standards and requests for investigations using standard NHS root cause analysis criteria.
MM adheres to the information governance systems prescribed by the NHS IG system and ensures all staff are up-to-date with IG toolkits.