We spoke with nine patients of Fearnhead Cross Medical Centre. They told us that they were happy with the staff and services provided. Comments included; "I call in to see the nurse, she is great"; "the doctors are good, they are thorough and listen to what I have to say"; "we can get emergency appointments on the day but sometimes it is hard to get through on the telephone because the lines are often busy"; "the staff are kind and patient and treat me with respect" and "I feel I am treated well by all the staff to include the doctors."

The practice had comfortable waiting areas for people attending appointments. There were sufficient consultation rooms to ensure people's privacy and dignity were maintained.

The practice provided patients with information about the services available through their website and leaflets on display in the waiting room.

We found staff had access to contact details for both child protection and adult safeguarding teams

The practice had an up to date recruitment policy in place. We looked at three personnel files and found contracts in place and evidence of identification and qualification checks.

The practice had a range of policies and procedures in place for staff to access, which supported the safe running of the service.

The practice leaflet and website provided patients with information about how to raise a concern. Patients we spoke with told us they would raise any concerns with the clinical or reception staff.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Fearnhead Cross Medical Centre on 31 August 2016. Overall the practice is rated as good. Our key findings across all the areas we inspected were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses. 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 all staff were trained in basic life support.

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

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.

• Feedback from patients about the care and treatment they received from clinicians was very positive.

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

• Staff felt well supported and they were kept up to date with appropriate training. Staff we spoke with told us they had the skills, knowledge and experience to fulfil their roles and responsibilities.

• Patients told us they were treated with dignity and respect and they were involved in decisions about their care and treatment.

• Overall, patients told us they could get an appointment when they needed one though some felt they waited too long to be seen as a result of appointments over running. Urgent appointments were available the same day and routine appointments could be booked in advance.

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

• Complaints had been investigated and responded to in a timely manner although improvements were required to the way in which patients were informed about the complaints process.

• The practice had a clear vision to provide a safe and high quality service.

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

• The practice provided a range of enhanced services to meet the needs of the local population.

• The practice sought patient views about improvements that could be made to the service. This included the practice having and consulting with a patient participation group (PPG).

Areas where the provider should make improvement are:

• Review the complaints process to ensure patients are provided with appropriately detailed information about how they can make a complaint and what action they can take if they are not satisfied with the outcome of a complaint.

• Develop a programme of clinical audit linked to national benchmarking, best practice guidance or research in order to drive improvements in outcomes for patients.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice