Letter from the Chief Inspector of General Practice

This practice is rated as Good overall. (Previous inspection 5 May 2015 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Cockhedge Medical Centre Limited on 9 January 2018 as part of our inspection programme.

At this inspection we found:

• Staff understood and fulfilled their responsibilities to raise concerns and report incidents.

• Significant events had been investigated and action had been taken as a result of the learning from events.

• Systems were in place to deal with medical emergencies and staff were trained in basic life support.

• There were systems in place to reduce risks to patient safety. For example, infection control practices were carried out appropriately and there were regular checks on the environment and on equipment used.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance and the provider routinely reviewed the effectiveness and appropriateness of the care provided.

• Data showed that outcomes for patients at this practice were similar to outcomes for patients locally and nationally.

• Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.

• Feedback from patients about the care and treatment they received from clinicians was positive. Patients told us they were treated with dignity and respect and they were involved in decisions about their care and treatment.

• Patients said they found it easy to make an appointment and there was good continuity of care. The appointments system was flexible to accommodate the needs of patients.

• The practice had good facilities, including disabled access. It was well equipped to treat patients and meet their needs.

• Information about services and how to complain was available. Complaints had been investigated and responded to in a timely manner.

• There was a clear leadership and staff structure and staff understood their roles and responsibilities.

• The staff team had a clear vision to provide a safe and good quality service.

• Patient views were sought and acted upon. This included the practice having and consulting with a patient participation group (PPG).

• There was a focus on learning and improvement at all levels.

The areas where the provider should make improvements are:

• Monitor all referrals to secondary care made under the two week wait rule.

• Review the arrangements for maintaining privacy and patient confidentialty during consultations in clinical areas.

• Carry out a risk assessment and plan to mitigate the risks associated with the use of floor mats.

• Actively identify carers to ensure they are offered appropriate support.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

This is the report of findings from our inspection of Cockhedge Medical Centre Ltd which is registered with the Care Quality Commission to provide primary care services.

We undertook a planned, comprehensive inspection on 5th May 2015 at the practice location. We spoke with patients, staff and the practice management team.

The practice was rated as Good. A safe, caring, effective, responsive and well- led service was provided that met the needs of the population it served.

Our key findings were as follows:-

• There were systems in place to protect patients from avoidable harm, such as from the risks associated with medicines and infection control. There were clear processes in place to investigate and act upon any incident and to share learning with staff to mitigate future risk.

• Patients care needs were assessed and care and treatment was being considered in line with best practice national guidelines. Staff were proactive in promoting good health and referrals were made to other agencies to ensure patients received the treatments they needed.

• Feedback from patients showed they were very happy with the care given by all staff. They felt listened to, treated with dignity and respect and involved in decision making around their care and treatment.

• The practice planned its services to meet the differing needs of patients. The practice encouraged patients to give their views about the services offered and made changes as a consequence.

• There was a clear leadership structure in place. Quality and performance were monitored, risks were identified and managed. The practice ensured that staff had access to learning and improvement opportunities.

There were areas of practice where the provider needs to make improvements.

The provider should:

• Make a record of the physical and mental fitness of staff during the recruitment process.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice