Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Bilbrook Medical Centre on 14 March 2016. Overall the practice is rated as Outstanding.

Please note that when referring to information throughout this report, for example any reference to the Quality and Outcomes Framework data, this relates to the most recent information available to the Care Quality Commission (CQC) at that time.

Our key findings were as follows:

• There was a no-blame; open culture for reporting incidents and near misses. Safety and learning drove continuous improvement at the practice.
• Risks to patients and staff were thoroughly assessed and well managed. The practice used simulated drills when testing emergency procedures.
• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.
• Patients were treated with dignity and respect and the premises had been developed to improve patient experience with particular emphasis on vulnerable groups.
• Information about services and how to complain was available and easy to understand.
• Patients told us they could get an appointment when they needed one. Urgent appointments were available the same day.
• The practice had excellent facilities and was well equipped to treat patients and meet their needs. This supported the practice mission statement to provide treatment in a primary care setting.
• There was a clear leadership structure and staff felt very well supported by management. The practice proactively sought feedback from staff, patients and third party organisations, which it acted on.

We saw some areas of outstanding practice:

• Thorough risk assessment processes delivered proactive safety and care in the practice, for example, simulation was used when emergency drills were carried out, children who presented with a rash were isolated to minimise the risk of contamination.
• The practice was proactive in sharing learning from significant events with external stakeholders. For example, an event reported by the practice had resulted in a national safety alert.
• Effective tracker systems were used to monitor newly registered patients, staff rota including absence and referrals made to secondary care. For example, the patient journey was monitored and followed up when required until discharged from hospital.
• A strong culture of education and learning was seen. Education sessions were held twice weekly and protected time was provided monthly for all staff.
• Innovation was used to bring care closer to home. The practice purchased ultrasound equipment and employed a sonographer to provide diagnostic and pelvic ultrasound services.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice