Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Glen Medical Group on 20 October 2016. Overall the practice is rated as good.

There are two separate GP practices based in one location for whom the provider provides services for both, The Glen Medical Group and The Park Surgery. We inspected both practices on the same day. They have two separate contracts with NHS England; The Glen Medical Group is Personal Medical Services (PMS) contract and The Park Surgery an Alternative Provider Medical Services (APMS) contract. We have provided a separate inspection report for The Park Surgery. All data in this report refers to The Glen Medical Group only.

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

• Staff understood and fulfilled their responsibilities to raise concerns, and report incidents and near misses.

• Risks to patients were assessed and well managed.

• Outcomes for patients who use services were good.

• Patients’ needs were assessed and care was planned and delivered following best practice guidance.

• Staff were consistent and proactive in supporting patients to live healthier lives through a targeted approach to health promotion. Information was provided to patients to help them understand the care and treatment available.

• 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 system in place for handling complaints and concerns and responded to any complaints which was in line with recognised guidance and contractual obligations for GPs in England.
• The practice had a system in place for handling complaints and concerns and responded to any complaints which was in line with recognised guidance and contractual obligations for GPs in England.

• There were low satisfaction rates from the GP National Survey for patient’s experience of getting through to the surgery by telephone, making an appointment and the waiting time for consultations. Patients also provided similar feedback to us when we spoke with them via completed CQC comment cards. The practice had devised an action plan to address this, which was appropriate and staff were taking active steps to implement it.

• The practice had good facilities and was well equipped to treat patients and meet their needs.

• There was a clear leadership structure in place and staff felt supported by management. The practice sought feedback from staff and patients, which they acted on.

• Staff throughout the practice worked well together as a team.

• The practice was aware of and complied with the requirements of the Duty of Candour regulation.

The areas where the provider should make improvements are:

• Continuing to review the processes for making appointments easier for patients to access.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice