This practice is rated as Good overall. (Previous rating 28/01/2016 – Good)

The key questions at this inspection are rated as:

Are services safe? – Requires Improvement

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at the Medical Centre on 9 November 2018 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes. Staff we spoke with were able to discuss significant events which had been discussed at team meetings. We did, however, note that the practice had not assured itself that the range of emergency medicines in stock would be sufficient to cover the range of situations it may be likely to encounter.
• Most staff involved and treated patients with compassion, kindness, dignity and respect.
• Some patients expressed negative views when commenting on their perception of the main GP.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• There was a focus on continuous learning and improvement at all levels of the organisation.
• The practice looked after patients at two local care homes and carried out weekly visits to patients at the homes.
• There was regular communication at the practice and all the team met on a monthly basis.

The area where the provider must make improvements are:

• Ensure care and treatment is provided in a safe way to patients

The areas where the provider should make improvements are:

• The security of prescription pads should be strengthened, including how prescriptions are tracked through the practice.
• Carry out complete clinical audit cycles to review the effectiveness and appropriateness of the care provided.
• Review survey results and take action in order to improve patients’ experience, particulary in respect of patient interaction with GPs
• Make the chaperone policy accessible to all staff and ensure patients know that they can access a chaperone if required.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Please refer to the detailed report and the evidence tables for further information.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Medical Centre on 4 December 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.
• 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.

• Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses. All opportunities for learning from incidents were maximised.
• Information about how to complain was available and easy to understand
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. Information was provided to help patients understand the care available to them.
• The practice implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients and from the Patient Participation Group (PPG).
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• The practice had a clear vision about providing a quality and caring service in a safe way.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice