This practice is rated as Good overall. (Previous inspection 15/05/2016– 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

We carried out an announced comprehensive inspection at East Bank Medical Centre on 11 April 2018 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

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 Drs Lumb and Hooson on 23 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.
• 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 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 upon.
• The provider was aware of and complied with the requirements of the Duty of Candour.

We saw two areas of outstanding practice including:

• The practice used proactive methods to improve access and enable patients to obtain appointments and services in a way and at a time that suits them using daily telephone triage consultation to allocate appointments. Email consultations were also offered to patients.

• The practice held a monthly ‘vulnerable families’ meeting to improve and develop safe services for patients and to promote good collaborative working with other agencies.

There were areas of practice where the provider should make improvements:

• Regular audits should be in place for minor surgery with action plans and learning outcomes.

• Review the checking procedure of the GP bag to ensure they all medicines are in date and the correct type.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice