Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Rosebery Medical Centre on 9 November 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.  Risks to patients were assessed and well managed.
• An effective system in place for reporting and recording significant events.
• Comments from patients were generally very positive with regards the care and services they received. Patients said they were treated with compassion, dignity and respect, and were involved in decisions about their care and treatment.
• Most patients told us they were usually able to access appointments or telephone consultations when they needed them.
• The involvement of other organisations and the local community was integral to how services were planned to ensure that services meet people’s needs.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• 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.
• There was evidence of quality improvement including clinical audits.
• There was a focus on continuous learning and improvement at all levels within the practice. The practice team was forward thinking and part of local pilot schemes to improve outcomes for patients.
• There was a clear leadership structure and staff felt well supported by management.
• The provider was aware of the requirements of the duty of candour.
• Information about services and how to complain was accessible. Improvements were made to the quality of care as a result of complaints and concerns.
• The practice actively sought feedback from patients in a variety of ways, which was acted on to improve the services.

We saw the following area of outstanding practice:

There were high levels of engagement with the patient participation group (PPG) to improve the services. The PPG was actively involved in the planning and delivery of services, and shared an open and innovative partnership with the practice. The practice and the PPG had undertaken various joint research projects to look at the needs of patients. For example, the PPG achieved a national award for outstanding examples of leadership in health research and primary care, for their joint involvement in a two year study of patients’ management of long term conditions, which had led to improvements to patients care. The PPG and practice also held joint health awareness events for its patients including a diabetes education evening and a kidney health awareness event, which involved external organisations.

The area where the provider should make improvements are:

• Further identify patients who are carers to ensure they receive appropriate support.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice