Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Croft Medical Centre on 13 October 2016. Overall the practice is rated as good.

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

• There was an effective system in place for reporting and recording significant events and lessons were shared to make sure action was taken to improve safety in the practice.

• There was a clear process to receive and review safety alerts

• The practice had two safeguarding leads to ensure there was consistent cover in the event of an absence. Staff demonstrated they understood their responsibilities and all had received training on safeguarding children and vulnerable adults relevant to their role.

• The practice used templates specific to the patient record system to ensure treatment and care was in line with best practice, for example diabetes.

• The practice had a structured approach to clinical audits to demonstrate quality improvement.

• The practice proactively reviewed patient care plans, including for those identified as high risk of admission to hospital. Any discharges from hospital were reviewed on a daily basis and care plans were amended as appropriate.

• The practice identified patients who may be in need of extra support and signposted them to the relevant service.

• Patients said they felt the practice offered an excellent service and felt welcomed by all staff. They also told us they felt listened to and supported by staff who also gave advice on how to self manage their conditions.

• We saw staff treated patients with kindness and respect, and maintained patient and information confidentiality.

• The practice identified carers and provided appropriate support and guidance.

• Data from the national GP patient survey showed patients rated the practice lower than others with regards to access to the practice. However, the practice had recognised this and took action to improve access.

• Members of the patient participation group told us the practice had made changes to the appointment system to improve the access to the practice by telephone.

• There were robust arrangements for identifying, recording and managing risks, issues and implementing mitigating actions.

• The practice held various monthly meetings to ensure governance issues were discussed and actions were taken as necessary, for example discussion of significant events, complaints, audits and safety alerts.

• There was a strong focus on continuous learning and improvement at all levels and the practice had been nominated in 2015 and 2016 for GP Awards.

The areas where the provider should make improvement are:

• Continue to review patient satisfaction, specifically in relation to patient access.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice