Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Islip Manor Medical Centre on 8 March 2016. The overall rating for the practice was requires improvement. The practice was rated requires improvement for providing safe, effective, responsive and well-led services and good for providing caring services. This was specifically in relation to aspects of medicines management, staff recruitment processes, risk management, complaints and systems to improve the quality of care. The full comprehensive report on the 8 March 2016 inspection can be found by selecting the ‘all reports’ link for Islip Manor Medical Centre on our website at www.cqc.org.uk.

An announced comprehensive inspection was undertaken on 7 August 2017. Overall the practice is now rated as good

Our key findings were as follows:

• There was an open and transparent approach to safety and a system in place for reporting and recording significant events.

• The practice had clearly defined and embedded systems to minimise risks to patient safety.

• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.

• Patient satisfaction survey information we reviewed showed patients felt the practice offered a good service and staff were helpful, friendly, attentive and polite and treated them with dignity and respect.

• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.

• Patients we spoke with said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.

• The practice had accessible facilities and was equipped to treat patients and meet their needs, but the premises required renovation. The practice was due to move to new premises with improved facilities in the next four months.

• There was a 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 the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

However, there were also areas of practice where the provider needs to make improvements.

The provider should:

• Review the effectiveness of storing emergency equipment and medicines in two separate locations.

• Continue to monitor and improve Quality and Outcomes Framework (QOF) performance.

• Continue to encourage the uptake of childhood immunisations.

• Continue to review how carers are identified to ensure information, advice and support is made available to them.

• Develop a comprehensive program of quality improvement including clinical audit that is independently driven.

• Review the process for submission of Friends and Family Test (FFT) feedback information to the national information resource.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice