We carried out an announced comprehensive inspection at Heathfield Family Centre on 5 January 2017. Overall the practice is rated as good; however the practice was rated as requires improvement for providing responsive services. The full comprehensive report on the January 2017 inspection can be found by selecting the ‘all reports’ link for Heathfield Family Centre on our website at www.cqc.org.uk.

This inspection was an announced desk-based focused inspection carried out on 13 February 2018. This was to confirm that the practice had carried out their plan to make improvements in relation to patient satisfaction and availability of appointments that we identified in our previous inspection on 5 January 2017. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice continues to be rated as good, but continues to be rated as requires improvement for providing responsive services.

Our key findings were as follows:

• The practice told us they had undergone significant changes since the last inspection, with changes to the management team in September 2017 and increased staffing levels.

• Since the previous inspection, the practice had analysed the national patient survey results and developed an action plan. To improve patient satisfaction the practice had increased telephone consultations to manage patient demand and at peak times the number of staff was increased to answer telephone calls to reduce patients’ waiting times.

• The practice had support from the clinical commission group and had a Musculoskeletal (MSK) Practitioner and clinical pharmacist working one day a week at the practice to increase appointment access and offer patients more choice.

• The management team told us they were currently in the process of changing the telephones with a new system being introduced in April 2018. ,

• The practice now provided GP appointments outside of normal opening hours through the local commissioning group federation Improved Access Scheme (ICOF). This included appointments outside of the practice opening hours and weekend appointments.

• The practice had made some adjustments to the appointment system since the last inspection, however results from the national GP patient survey published in July 2017 did not show any improvements to patient satisfaction.

The areas where the provider should make improvements are:

• Continue to monitor the effectiveness of action taken to improve access on patient satisfaction and review actions as appropriate.

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 Heathfield Family Centre on 5 January 2017. 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 for reporting and recording significant events. Learning outcomes were shared with staff.
• Risks to patients were assessed and well managed. Health and safety precautions had been taken which included checking that equipment was fully working and safe to use. Infection prevention control measures were in place. The practice was able to respond in the event of a patient’s emergency.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with 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. Positive patient feedback was obtained regarding the care and treatment provided by staff.
• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• National GP survey feedback showed that patients found it difficult to make an appointment with a named GP. The practice told us they were continually reviewing its appointment system to meet increasing patient demand.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure in place. 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 one area of outstanding practice:

• The practice had adopted a policy for visiting their patients who were close to the end of their life, every two weeks at their home address, if these patients agreed to the visits.

The areas where the provider should make improvement are:

• Continue to improve access to care and monitor the effectiveness of the arrangements.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice