Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Linden Medical Group on 27 March 2015. The overall rating for the practice was rated as requires improvement and the practice was asked to provide us with an action plan to address the areas of concern that were identified during our inspection. The full comprehensive report on 27 March 2015 can be found by selecting ‘all reports’ link The Linden Medical Group on our website at www.cqc.org.uk.

We carried out a second announced comprehensive inspection at The Linden Medical Group on 12 December 2016 in order to assess improvements and the outcomes from their action plan. Overall the practice is now rated as good.

Our key findings were as follows:

• There was an open and transparent approach to safety within the practice. Effective systems were in place to report, record and learn from significant events. Learning was shared with staff and external stakeholders where appropriate.

• Risks to patients were assessed and well managed.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Patients were recalled to ensure care was in keeping with best practice.

• Training was provided for staff which equipped them with the skills, knowledge and experience to deliver effective care and treatment.

• Patients said they were treated with compassion and dignity, and staff were supportive and respectful in providing care, involving them in care and decisions about their treatment.

• Patients told us they were usually able to get urgent appointments on the same day with a clinician when they needed one; however it was not easy to get through to the practice telephone and to get appointments with a named GP.

• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns and learning from complaints was shared with staff and stakeholders.

• The practice had good facilities and was well equipped to treat patients and meet their needs. Services were designed to meet the needs of patients.

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

However, there were also areas of practice where the provider should consider improvements.

• Continue to review and take steps to address areas of lower patient satisfaction feedback.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Linden Medical Group on 27 March 2015. The overall rating for the practice was rated as requires improvement and the practice was asked to provide us with an action plan to address the areas of concern that were identified during our inspection. The full comprehensive report on 27 March 2015 can be found by selecting ‘all reports’ link The Linden Medical Group on our website at www.cqc.org.uk.

We carried out a second announced comprehensive inspection at The Linden Medical Group on 12 December 2016 in order to assess improvements and the outcomes from their action plan. Overall the practice is now rated as good.

Our key findings were as follows:

• There was an open and transparent approach to safety within the practice. Effective systems were in place to report, record and learn from significant events. Learning was shared with staff and external stakeholders where appropriate.

• Risks to patients were assessed and well managed.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Patients were recalled to ensure care was in keeping with best practice.

• Training was provided for staff which equipped them with the skills, knowledge and experience to deliver effective care and treatment.

• Patients said they were treated with compassion and dignity, and staff were supportive and respectful in providing care, involving them in care and decisions about their treatment.

• Patients told us they were usually able to get urgent appointments on the same day with a clinician when they needed one; however it was not easy to get through to the practice telephone and to get appointments with a named GP.

• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns and learning from complaints was shared with staff and stakeholders.

• The practice had good facilities and was well equipped to treat patients and meet their needs. Services were designed to meet the needs of patients.

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

However, there were also areas of practice where the provider should consider improvements.

• Continue to review and take steps to address areas of lower patient satisfaction feedback.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Linden Medical Group on 12 December 2016. The overall rating for the practice was rated as good, with a rating of requires improvement for providing responsive services. The full comprehensive report on 12 December 2016 can be found by selecting ‘all reports’ link for The Linden Medical Group on our website at www.cqc.org.uk.

This inspection was an announced focused inspection carried out on 16 October 2017 to confirm that the practice had carried out improvements in relation to areas that we identified in our previous inspection on 12 December 2016 as requires improvement. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice is remains rated as good.

Our key findings were as follows:

• A new telephone system was installed with a queuing system informing callers of their position in the queue before they can speak to someone. The system allowed the practice to monitor their call volumes, and it was used in resource planning to ensure there were more staff answering the telephones during busy times.

• Waiting times on the telephone had reduced significantly due to the new telephone system. This was consistent with feedback from some patients we spoke to who told us they did not wait for long on the telephone even when they were in a queue.

• Extended opening hours were now provided from 7am until 8am on Monday (four hours per week), with GPs and a nurse available, for the convenience of working age people. The practice offered a range of appointments which included telephone appointments, same day urgent and pre-bookable appointments. There were longer appointments available for patients who needed them and they were encouraged to request for longer appointments if required.

• Patients were encouraged to provide feedback about their experience using various methods. For example, the NHS friends and family test was sent to patients by text message and was available in paper format. A suggestion box was available in the practice as well as online.

• The practice offered a range of services within its premises. Patients were encouraged to self-refer to the service as well as to psychotherapy services.

• Information about how to complain was available and easy to understand and evidence showed the practice responded quickly to issues raised. Learning from complaints was shared with staff and other stakeholders.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice