Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Guidepost Medical Group on 9 February 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.
• Risks to patients were assessed and well managed.
• 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.
• Feedback from some patients reported that access to a named GP and continuity of care was not always available quickly, although urgent appointments were available the same day.
• Extended hours appointments were available one Wednesday morning most weeks, one Thursday evening each month and on two Saturday mornings each month.
• 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 on.
• The provider was aware of and complied with the requirements of the Duty of Candour.

We saw two areas of outstanding practice:

• The practice took steps to ensure that new patients were engaged with by the practice. Each new patient was offered a meeting with the reception manager or reception supervisor who ensured that patients were aware of the services offered by the practice. For example, the appointments system was explained, new patients were able to register for online services and initial clinical information such as smoking status was gathered.
• The practice had participated in a Health Champions scheme. Practice Health Champions were patients who worked with the staff in the practice to meet the health needs of patients and the wider community. The health champions at the practice focused on reducing social isolation. For example, a walking group had been set up and regular coffee mornings had been held.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice