Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Quedgeley Medical Centre on 26 September 2017. 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 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.

• Results from the national GP patient survey (2017) showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.

• Patients rated the practice higher than local and national average for consultations with nurses. For example, 100% of patients said the nurse gave them enough time compared with the local average of 94% and the national average of 92%.

• Information about services and how to complain were available on the practice website. However, this was not visible in the waiting areas. 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 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 the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.
• The practice worked together with other local practices as part of a cluster to implement improvements to services locally and share knowledge.
• Arrangements were in place for staff to whistle blow to another practice in the cluster, should staff have concerns and wish to raise their concerns to someone outside of the practice.

The areas where the provider should make improvement are:

• Provide accessible and up to date information on the practice’s complaint process.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice