LCW is committed to providing Commissioners with cost effective, high quality Integrated Urgent Care services and to supporting them in the development and implementation of innovative service redesign for the benefit of our patients.

Quality Performance

In accordance with NHS Providers' requirements, LCW has produced a Quality Account for the last three years.

Our Quality Account provides evidence of the steps that LCW has taken to demonstrate our clear commitment to providing responsive and high quality care in line with the expectations of the Care Quality Commission (CQC), NHS commissioning bodies (CCGs), staff and most importantly to our patients and users of our services. 

LCW’s Quality Account gives examples of where the organisation has listened to our stakeholders, staff and the communities we serve. We look for evidence of good practice and share the learning from where we may have evidence that services could be improved based on our well established and accessible processes to act on feedback. We have also set out clear objectives for quality assurance going forward as we continue to innovate and respond to the requirements for a 24/7 service to fully meet to our patient’s expectations.

LCW has a 25 year record as a safe and reliable provider of Out of Hours and unscheduled care when patient’s need services most and we have built our reputation by valuing and acting on the feedback from our patients and staff.

LCWs 2018/19 Quality Account is available here and the 2018/19 CCGs Assurance Statement is here.

Should you wish to give feedback on any aspect of your experience as a patient or service user please contact:

Admission Avoidance Activities

LCW works closely with both Commissioners and those in other healthcare sectors to prevent any unnecessary ambulance or hospital admissions. There are several activities which LCW is involved in to assist with this which are outlined below:

Reducing the number of inappropriate ambulances being arranged is a key area of focus. One method used is the validation of Category 3 and 4 ambulances which are the lower priority ambulance dispositions generated by Pathways (the clinical decision template used by the NHS 111 service). All category 3 and 4 ambulance dispositions are revalidated by a clinical member of staff to ensure that the appropriate level of care is offered to patients at the first time of asking. The clinical team revalidating patients is made up of staff with different skillsets including GPs, nurses and paramedics. Since Category 3 and 4 ambulance revalidation began category 3 & 4 ambulance referral rates have fallen to be consistently below 5% of total calls.

LCW has worked closely with Commissioners in order to look at different methods to reduce the number of inappropriate Emergency Department (ED) attendances. One of these methods was the validation of all ED dispositions generated by Pathways (the clinical decision template used by the NHS 111 service). All Emergency Department dispositions are reassessed by a clinical member of staff to ensure that the appropriate care is offered to patients at the first time of asking. The clinical team revalidating patients is made up of staff with different skillsets including GPs, nurses and paramedics. Since ED revalidation began, Emergency Department referral rates have fallen to be consistently below 15% of total calls.

Alternative Care Pathways from CAS

LCW has developed several alternative care pathways outside of the Clinical Assessment Service (CAS) to ensure patients are able to receive the appropriate care at the first time of asking. These alternative care pathways include:

  • Dental Advice
  • Pharmacy/ Medication Advice


NeuroResponse, in partnership with LCW, has enabled patients registered to the service to access expert advice at any time. This is particularly important during out of hour’s periods which have been identified as a key area of concern for Multiple Sclerosis (MS) patients by MS charities. Unplanned hospital admissions are common in MS patients with urinary tract infections being the leading cause of these visits. 

The NeuroResponse service prevents the need for any unplanned hospital admission by ensuring that patients are provided with the right treatment at an early stage. The service provides patient with the advice and resources to improve patient care, confidence to self-manage and quality of life.

Further information can be found in our Services section http://lcwucc.....


Closely aligned with Commissioners, we have developed different phone lines for healthcare professionals to be able to access expert advice to assist in their clinical decision making. They are :

* 5 For paramedics unable to access a patient’s registered GP seeking the support of a GP

* 6 For clinicians in care homes unable to access a patient’s registered GP seeing the support of a GP

* 7 For health care professionals in the community unable to access patient’s registered GP seeking the support of a GP or wanting to arrange other care to take place locally.


LCW is a leading healthcare innovator and cooperate with multiple organisations outlined below to pilot new systems and services. The success of many of these pilots has led to a nationwide roll-out of new systems and services across the country.

Digital Access to 111 – NHS Online

LCW, working closely with NHS Digital, was one of the first providers to accept patients using NHS 111 online. NHS 111 online was created to advise users about what to do and where to go when they have an urgent medical condition. If needed the user is called back by a clinical member of staff following the completion on an NHS 111 online assessment.


Working closely with care homes and local Commissioners, LCW has established tele support for individuals in their last phase of life and those caring for them. In addition to the current provision, the Telemedicine programme introduced video conferencing allowing clinicians to use video as and when appropriate.

Senior Clinician Module

LCW has worked closely with Pathways to develop and improve the Senior Clinician Module (SCM). GPs working within the IUC at LCW use the SCM to facilitate onward referrals using the DoS or by dispatching ambulances. This has helped to streamline the hub booking process and eliminate any errors that occur due to hub bookings.

GP Connect

LCW was one of the first IUC providers in the country to begin rolling out GP Connect. The service has allowed different healthcare IT systems to be able to communicate with each other allowing clinicians in different care setting to be able to:

  • View a patient’s GP practice record
  • Book GP appointments for patients with their own GP practice
  • Download data on a patient’s medicines and allergies.

This will help to save time for clinicians as well as provide better more convenient care for patients.

Direct Bookings

Technological work has allowed for both clinical and non-clinical LCW staff to be able to book patients appointments at their home practice, urgent treatment centres and other services in order to avoid admissions into other urgent care services. These services are available for patients in both the Inner North West and North Central London area.

CQC Reports

The Care Quality Commission (CQC) is the independent regulator of health and social care in England. It monitors, inspects and regulates services to make sure they meet fundamental standards of quality and safety and then it publishes its findings, including performance ratings.

All of the services that we provide are registered with the CQC. We are inspected during unannounced visits when the Commission ensures that we are providing our patients with safe, effective, caring, responsive and well-led, high quality services.

To find out more information please visit our CQC information on their website.

For a copy of our latest CQC reports, please follow the links below.