Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Gosberton Medical Centre on 27 September 2016. Overall the practice is rated as good.

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

• There was an effective system in place for reporting and recording significant events and lessons were shared to make sure action was taken to improve safety in the practice.

• The practice had clearly defined and embedded systems, processes and practices in place to keep patients safe and safeguarded from abuse.

• The practice was signed up to the Dispensary Services Quality Scheme (DSQS) and carried out an annual audit in line with the requirements of the DSQS.

• Risks to patients were assessed and well managed.

• A business continuity plan was in place in the event of a major disruption to the service.

• Medicines and Healthcare related products Regulatory Agency (MHRA) alerts and new and amended NICE guidance were discussed at regular clinical meetings. The practice audited current practice against new guidance and took action to improve the service provided.

• Data from the Quality and Outcomes Framework (QOF) showed patient outcomes were at or above average compared to the national average.

• Clinical audits demonstrated quality improvement in patients’ care.

• Staff worked together and with other health and social care professionals to understand and meet the range and complexity of patients’ needs and to assess and plan ongoing care and treatment.

• All staff had undergone training in the Mental Capacity Act 2005.

• Staff had the skills, knowledge and experience to deliver effective care and treatment.

• There was evidence of appraisals and personal development plans for all staff.

• Patients said they felt the practice offered an excellent service and staff were respectful and caring.

• Data from the national GP patient survey showed patients rated the practice higher than others for several aspects of care.

• Information for patients about the services available was easy to understand and accessible.

• We saw staff treated patients with kindness and respect, and maintained patient and information confidentiality.

• The practice were proactive and had a good process in place to identify carers and provided additional support as appropriate.

• Practice staff reviewed the needs of its local population and engaged with the NHS England Area Team and Clinical Commissioning Group to secure improvements to services where these were identified.

• Most patient feedback said they were able to get an appointment when they needed one. The practice had good facilities and was well equipped to treat patients and meet their needs.

• Information about how to complain was available and easy to understand and evidence showed the practice responded to issues raised.

• A business plan was in place which outlined the short-term and long-term goals of the practice, which underpinned the vision.

• There was a clear leadership structure and staff felt supported by management.

• The practice had a clear meeting structure to ensure information was discussed at relevant meetings in a timely manner.

• There was an overarching governance framework which supported the delivery of the strategy and good quality care.

• The practice proactively sought feedback from staff and patients, which it acted on.

• There was an established patient participation group which was active within the practice.

The areas where the provider should make improvement are:

• Consider appointing a fire lead with appropriate training.

• Consider and review the current process to investigate complaints to identify the root cause.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice