Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Karis Medical Centre on 4 October 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 received training 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.

• Patients 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 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 areas of outstanding practice including:

• The practice provided comprehensive additional support for patients identified as vulnerable and with complex needs (for example those who were homeless or misusing drugs or alcohol), with the aim of addressing the challenges and discrimination experienced by this group. This support included enhanced new patient checks, extended appointments, additional liaison with other services and providing additional resources for administrative provision. This led to improved co-ordination between agencies and reduced referral rates to psychiatric care.

• The practice was working with the Karis Neighbour Scheme charity to provide a range of services for patients and families including community advice, home visits and befriending, family activities, food bank services, and job seeker support. This scheme was providing support for up to 90 patients per quarter.

• One of the GPs helped to implement and maintain a multi-disciplinary project aimed at improving services to patients with Medically Unexplained Symptoms (MUS). (MUS are persistent physical complaints where health care professionals are unable to identify a cause). This project resulted in training being provided to health care professionals working regionally including GPs, hospital staff and those working in the community.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice