We spoke with five people who received their primary medical care from the practice, one doctor, three nurse practitioners, two nurses as well as administrative and dispensary staff.

People told us the reception staff were polite and respectful. One person told us they usually telephoned for an appointment and that the receptionists answered quickly, were helpful and polite to her.

People told us they were able to see a doctor or nurse of their choice. One person told us, “I always see my own GP but [I see] various nurses and I am very satisfied with them all.”

People told us they were able to book appointments at a time that was convenient for them.

One person told us, “There is a good range of appointments to choose from and my partner can visit before or after work.”

People told us they were happy with the service they received from Horncastle Medical Group. One person told us, “I have always been well looked after and I have always got in when I wanted to – I have no complaints at all’.

We saw systems ensured people received their medication when needed. Medication was safely obtained, stored and disposed of.

Staff received appropriate training which supported them to provide a safe service to people.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at the Horncastle Medical Group on 5 May and 13 May 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 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.
• 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.
• There was continuity of care, with urgent appointments available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• The practice responded to patient needs, for example through its arrangements to meet the healthcare needs of older people.
• 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.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice