Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Tawstock Medical Centre on 27 October 2015. 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 an effective system in place for reporting and recording significant events.

• The practice reviewed all new cancer diagnosis and deaths at a monthly multi-disciplinary meetings to review patient care and treatment and to establish if lessons could be learnt.

• Risks to patients were assessed and well managed.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.

• The practice had a significant positive impact on the patient population. For example, feedback from patients about the service provided was continually positive. The practice had well above average national patient survey results; patient feedback through 17 comment cards and patients we spoke with on the day were very positive about the care and treatment they received. The NHS Friends and Family Test showed that between 96% and 100% of patients would recommend the practice.

• 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 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 to meet their needs.
• Nurses received monthly supervision with a GP and additional mentorship from an external source.
• There was a clear leadership structure and staff said they felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the Duty of Candour.

We saw areas of outstanding practice:

• The practice showed innovative approaches to improving patient’s wellbeing and physical health by engaging other organisations to improve access to support groups and resources locally that met patient needs. For example, engaging a registered charity to set up a weekly group for patients to learn how to cook and eat for better health. Engaging a local GP federation to pilot a scheme to maximise healthy lifestyles through physical activity. Working with schools to develop a consent form so health information was shared to improve support for children and parents.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice