Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Albion Health Centre on 19 July 2016. The overall rating for the practice was good. The full comprehensive report on the 19 July 2016 inspection can be found by selecting the ‘all reports’ link for Albion Health Centre on our website at www.cqc.org.uk.

This inspection was a desk-based review carried out on 5 May 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection on 19 July 2016. There were concerns that the practice was not responsive to patient feedback on access and waiting times, systems to identify carers needed reviewing, staff did not receive regular appraisals and policies needed to be kept up to date with current guidelines. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice is now rated as good.

Our key findings were as follows:

• In response to the patient survey results on access to services the practice was trialling a new appointment booking system.
• The practice had changed their telephone system to an internet based system which meant that patients who called to make appointments would be held in a cue rather than getting the engaged tone.
• The practice increased the number of telephone consultations available.
• They had also introduced web based consultations and online appointment booking.
• The practice enquired about carer status in their NHS health checks and chronic diseases/integrated care reviews and then coded the relevant status when the information had been provided opportunistically. The practice had identified 29% of their patient list as a carer. They advise patients that are carers about local resources and the carer’s website and also refer to their local network social prescriber who is attached to our practice one day a week.
• Appraisals had been completed for all staff in the last year, the practice were in the middle of this year’s appraisals at the time of inspection.
• The child safeguarding policy was up to date.
• The infection control protocol and policy were both up to date.
• Blank prescription forms and pads were securely stored and there was a system in place to record their numbers to monitor their use.

At this inspection we found that there had been improvements in patient’s access to the services, the practice had taken on board patient’s feedback and implemented changes such as web based consultations, increased telephone consultations and online booking. Consequently, the practice is rated as good for providing responsive services.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Albion Health Centre on 19 July 2016. The overall rating for the practice was good. The full comprehensive report on the 19 July 2016 inspection can be found by selecting the ‘all reports’ link for Albion Health Centre on our website at www.cqc.org.uk.

This inspection was a desk-based review carried out on 5 May 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection on 19 July 2016. There were concerns that the practice was not responsive to patient feedback on access and waiting times, systems to identify carers needed reviewing, staff did not receive regular appraisals and policies needed to be kept up to date with current guidelines. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice is now rated as good.

Our key findings were as follows:

• In response to the patient survey results on access to services the practice was trialling a new appointment booking system.
• The practice had changed their telephone system to an internet based system which meant that patients who called to make appointments would be held in a cue rather than getting the engaged tone.
• The practice increased the number of telephone consultations available.
• They had also introduced web based consultations and online appointment booking.
• The practice enquired about carer status in their NHS health checks and chronic diseases/integrated care reviews and then coded the relevant status when the information had been provided opportunistically. The practice had identified 29% of their patient list as a carer. They advise patients that are carers about local resources and the carer’s website and also refer to their local network social prescriber who is attached to our practice one day a week.
• Appraisals had been completed for all staff in the last year, the practice were in the middle of this year’s appraisals at the time of inspection.
• The child safeguarding policy was up to date.
• The infection control protocol and policy were both up to date.
• Blank prescription forms and pads were securely stored and there was a system in place to record their numbers to monitor their use.

At this inspection we found that there had been improvements in patient’s access to the services, the practice had taken on board patient’s feedback and implemented changes such as web based consultations, increased telephone consultations and online booking. Consequently, the practice is rated as good for providing responsive services.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We spoke with three of the practice’s GP partners, one of whom was the registered manager, a salaried GP, a practice nurse, the practice manager and three members of the reception staff. We also spoke with eight people who used the service including a representative from the patient participation group (PPG).

People using the service told us they felt that their GP spent time listening to their concerns and explaining the treatment options available. People’s privacy, dignity and independence were respected. People told us they were encouraged to take part in advice sessions raising awareness about certain health issues.

Most people who used the service were protected from the risk of abuse, because the provider had taken some steps to identify the possibility of abuse and prevent abuse from happening. However, we found that some staff had not had relevant criminal checks.

Staff received appropriate professional development. Patients told us they had confidence in the knowledge and skills of the staff at the practice. However we found that some staff had not received training in safeguarding vulnerable adults or children.

The practice was located in a listed building which meant there were restrictions relating to making any changes to the structure of the premises. Although the practice decoration was dated we found the practice to be clean and tidy.

People who used the service, their representatives and staff were asked for their views about their care and treatment through the PPG and they were acted on. We also looked at NHS Choices website and saw that people’s comments had been responded to by the practice.