Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Forrest Medical Centre on 17 August 2016. Overall the practice is rated as good.

• There was an effective system in place for reporting and recording significant events, which were discussed and analysed at monthly practice meetings.
• Risks to patients were assessed and well managed through discussion at practice meetings and multidisciplinary team meetings.
• Patients’ needs were assessed and the practice planned and delivered care in line with best practice guidance.
• Staff had the skills, knowledge and experience to deliver effective care and treatment to patients.
• Patients said they were treated with kindness, dignity and respect and that they were involved in their care and decisions about their treatment.
• The practice achieved 100% in the Quality and Outcomes Framework (QOF) targets for 2014/15. Unpublished data for 2015/16 showed that this high standard had been maintained.
• Data from the National GP Patient Survey published in July 2016 evidenced that the practice team consistently scored higher than the Coventry and Rugby Clinical Commissioning Group (CCG) or national averages.
• Information about services and how to complain was available in the reception areas and on the practice website. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients told us that 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.
• In exceptional circumstances, we heard that the practice would arrange for a taxi to collect a patient who needed to be seen urgently but who was unable to get transport, thus enabling them to be seen in a more appropriate clinical environment.
• Repeat prescription requests were processed on the day that they were ordered and paper prescriptions could be collected on Saturday mornings.
• Patients could request repeat prescriptions by phone.
• Patients could book appointments for blood tests with a practice nurse at 7.30am on three days of the week. Early appointments with a GP were also available throughout the week, starting from 7.30am every day except Thursday, when GP appointments started at 8am.
• The practice was located in purpose built premises and had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff commented on the supportive attitude of the management team. 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. 

The areas where the provider should make improvement are:

• Amend the Disclosure and Barring Service (DBS) policy to include the need to undertake a formal risk assessment before accepting a previously issued DBS check for a new employee.
• Maintain records for assessing competency levels for non-clinical staff.
• Maintain an audit trail of patient safety alerts, including from the Medicines and Healthcare products Regulatory Agency.
• Establish a system for checking uncollected prescriptions before destruction.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice