Letter from the Chief Inspector of General Practice

This is the report of findings from our inspection of Manchester Road Medical Centre. The practice is registered with the Care Quality Commission to provide primary care services.

We undertook a planned, comprehensive inspection on 10 December 2014 at the practice location in Knutsford. We spoke with patients, relatives, staff and the practice management team.

The practice was rated overall as Good. There were some elements of the practice that were outstanding. They provided effective, responsive care that was very well led and addressed the needs of the population it served. The service was safe, caring and compassionate.

Our key findings were as follows:

• The practice had a good track record for maintaining patient safety. Effective systems were in place to ensure patients were safe from risks and harm. Incidents and significant events were identified, investigated and reported. Lessons learnt were disseminated to staff. Staff were safely recruited. Infection risks and medicines were managed safely.

• People’s needs were assessed and care was planned and delivered in line with current legislation and guidance. Patients experienced outcomes that were above the national average.

• Patients spoke highly of the practice. They were very pleased with the individualised care given by all staff. They told us staff were kind, caring and compassionate and treated them with dignity and respect.

• The practice provided good care to its population that was responsive to their health and socio economic needs. Patients were listened to and feedback was acted upon. Complaints were managed appropriately.

• The practice monitored, evaluated and improved services. They worked in collaboration with the CCG and NHS England. Staff enjoyed working for the practice and felt well supported and valued. The practice was well led by partner GPs and management that articulated visions for the future.

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We saw some areas of outstanding practice including:

• The practice worked creatively with commissioners, neighbourhood practices and community organisations and implemented initiatives which improved patient care. These included Caring Together (a system of joined up health and social care locally for the well-being of elderly, frail patients), Neighbourhood team meetings, and the implementation of a health and well-being co-ordinator.
• The leadership team articulated its vision and values to staff, patients and the public. They valued and invested in their staff and motivated them to provide an excellent service to their patients.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Manchester Road Medical Centre on 14 March 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.

Whilst we found no breaches of regulations, the provider should:

• Increase the number of carers identified to ensure these patients are offered appropriate advice and support.
• Monitor the uncollected prescriptions system to ensure it provides adequate safety netting for vulnerable patients.
• Monitor how consent is sought and recorded.
• Review how cleaning schedules are monitored and actions recorded.
• Mental capacity act training should be provided to all clinical staff.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

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