Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Channel View Medical Practice on 8 March 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand.
• Patients said they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the Duty of Candour.

We saw one area of outstanding practice:

• The prevalence of dementia in the practice population was three times higher than the national average. The practice had responded to this demand through the employment of a specialist mental health nurse on a part time basis. This member of staff also worked part time at the local mental health NHS Trust, which ensured that their skills were kept up to date. The mental health nurse carried out reviews at the practice and in patient’s homes for those patients experiencing mental health issues and patients with dementia. These were comprehensive written reviews which were in line with best practice and helped inform how GPs supported their patients.

The areas where the provider should make improvement are:

• There was no hearing aid induction loop at reception. The practice should review its arrangements for ensuring effective communication with patients who have experienced hearing loss.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We, the Care Quality Commission visited the three practices on the 17 and 18 December 2013.

Patients were very positive about the care they received. We received no negative comments during our conversations. Patients said staff were "top notch", "kind" and "lovely." One patient said "I am always here and have never seen or received anything less than first class."

We were told that staff treated patients with respect, and patients had been involved in the decisions made about their care. Patients told us they could see the doctor they preferred although could mean they had to wait longer for an appointment. Patients said the appointment system had changed in recent months and was "much better." Patients said it was easy to make a same day appointment.

All staff knew the correct local safeguarding procedures to follow if abuse was suspected and all had attended safeguarding training. Patients told us that they always felt safe in the care of the staff.

There were appropriate arrangements in place which ensured that staff kept their knowledge and skills up to date. Staff spoke about the supportive environment.

The practice was very organised and well led. There were effective systems in place to monitor the quality of the service provided and patients felt able to give feedback about the service they received.