We carried out an announced comprehensive inspection at Kelvingrove Medical Centre on 22 January 2019 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

•what we found when we inspected

•information from our ongoing monitoring of data about services and

•information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups.

We found that:

•The practice provided care in a way that kept patients safe and protected them from avoidable harm.

•Patients received effective care and treatment that met their needs.

•Staff dealt with patients with kindness and respect and involved them in decisions about their care.

•The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.

•The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

•The practice worked collaboratively with other health and social agencies for patients to get multidisciplinary treatment without needing to travel including health visitors, community matron and specialist consultants.

•The practice promoted a ‘family style’, open and honest culture for staff to encourage and promote teamwork across all levels.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

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 Kelvingrove Medical Centre 14 May 2015. Overall the practice is rated as good.

Specifically, we found the practice to be good for providing safe, effective, caring, and responsive and well led services. It was also good for providing services for all population groups.

Our key findings across all the areas we inspected were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses.
• Risks to patients were assessed and well managed.
• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.
• Patients told us 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.
• Patients told us they found it easy to make an appointment with a named GP and that 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.

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

• Ensure records of significant event investigations contain all relevant information, including follow up, learning and further investigation.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice