Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Shaftesbury Medical Centre on 4 May 2016. Overall the practice is rated as good for providing safe, effective, caring, responsive and well-led care for all of the population groups it serves.

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

• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• Risks to patients were assessed and well managed. There were good governance arrangements and appropriate policies in place.
• Information regarding the services provided by the practice was available for patients.
• The practice had good facilities and was well equipped to treat and meet the needs of patients.
• Patients said they were treated with compassion, dignity and respect and were involved in care and decisions about their treatment.
• The majority of patients were positive about access to the service. They said they generally found it easy to make an appointment, there was continuity of care and urgent appointments were available on the same day as requested.
• The practice sought patient views how improvements could be made to the service, through the use of patient surveys, the NHS Friends and Family Test and the patient participation group.
• There was a complaints policy and clear information available for patients who wished to make a complaint.
• The practice was aware of and complied with the requirements of the duty of candour. (The duty of candour is a set of specific legal requirements that providers of services must follow when things go wrong with care and treatment.)
• The partners promoted a culture of openness and honesty and there was a comprehensive ‘being open’ policy in place, which was reflected in their approach to safety. All staff were encouraged and supported to record any incidents using the electronic reporting system. There was evidence of good investigation, learning and sharing mechanisms in place.
• There was a clear leadership structure and a stable workforce in place; the majority of staff had worked there for over 10 years. Staff were aware of their roles and responsibilities and told us the GPs and manager were accessible and supportive.
• The practice had high praise for their staff and clearly appreciated and valued their input.

However, there was an area where the provider should make an improvement:

• The practice should take steps to reduce the probability of accidental interruption of the electrical supply to vaccine fridges.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice

We spoke with four patients about the service and eight staff at Shaftesbury Medical Centre. Patients told us they felt their health needs had been met by a very welcoming and friendly team who were competent to do their jobs.

Patient's needs were assessed and care and treatment was planned and delivered in line with their individual wishes. One person told, “It’s usually easy getting an appointment, but it depends when you ring, I don’t think I’ve been kept waiting at all.”

Another person told us, “I can usually see the doctor I want” and “I was given some information on diet and I’ve seen the website and the practice leaflet. The building is nice, clean and comfortable. So much better than the old place.”

The training records we viewed confirmed all staff had received training in protection of vulnerable adults and children. All of the staff we spoke with reported good access to training opportunities, for example one person has done a phlebotomy course.

The provider had carried out monitoring of chronic conditions, how the practice was organised, patient views and extra services provided.

This monitoring was required as part of Quality Outcomes Framework (QOF). The provider told us they were meeting most of the targets and we saw evidence of this.