Letter from the Chief Inspector of General Practice

This practice is rated as Good overall. The practice was previously inspected on 9 September 2015 and rated Good.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Oakleigh Road Health Centre as part of our new methodology inspection programme.

At this inspection we found:

There was a culture of learning within the practice which promoted improvement to patient care. The practice had robust governance processes in place and a range of minuted meetings. Care and treatment was provided in line with evidence-based guidance and we saw examples of the practice tailoring its service to improve the patient experience. Patients told us that all staff at the practice were supportive and the care they received was excellent. Access to the service was good and patients told us they could book routine and emergency appointments when needed. We saw examples of continuous learning and improvement on the day of inspection.

For example:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.

• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines.

• The practice thought about patient experience and the practice provided extra services such as ECG diagnostics and 24 hour blood pressure monitoring.

• Staff involved and treated patients with compassion, kindness, dignity and respect.

• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.

• There was a strong focus on continuous learning and improvement at all levels of the organisation.

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 The Clinic – Oakleigh Road on 9 September 2015. Overall the practice is rated as good.

Please note that when referring to information throughout this report, for example any reference to the Quality and Outcomes Framework data, this relates to the most recent information available to the CQC at that time.

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. Information about safety was recorded, monitored, appropriately reviewed and addressed.
• 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 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.
• Patients said 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.
• 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.

The provider must:

• Ensure equipment maintenance checks are undertaken.

The provider should:

• Ensure they hold a copy of all tests undertaken by NHS estates in regard to fire safety.
• Ensure cleaning schedules are kept and maintained to assure that the correct cleaning is being undertaken.
• Ensure second cycle clinical audits are undertaken to drive quality and improvement in practice.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice