Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at the University Medical Practice on 17 January 2017. 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 the practice had an effective system for reporting and recording significant events, and learning from them.

• Risks to patients and staff were assessed and well managed. Effective governance arrangements were in place.

• All staff were actively engaged in monitoring and improving quality and patient outcomes.

• Staff assessed patients’ needs and delivered care and treatment in line with current evidence based guidance. They had the skills, knowledge and experience to deliver effective care and treatment.

• Staff had been very proactive in identifying and meeting the needs of their atypical patient population. They were highly committed to delivering services that recognised individual needs, promoted equality and provided flexibility, choice and continuity of care.

• Data from the NHS National GP Patient Survey of the practice, published in July 2016, showed patients rated the practice higher than others for almost all aspects of care.

• Data from the NHS National GP Patient Survey also showed that the practice had performed better than the local CCG and national averages in relation to telephone access and appointment availability.

• Information about services and how to complain was available and easy to understand.

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

• Staff were very committed to supporting patients to live healthier lives through a targeted and proactive approach to health promotion.

• A culture had been created which encouraged and sustained learning and improvement at all levels.

• The provider had a clear vision and strategy for the development of the practice and they were committed to providing their patients with good quality, safe care. There was strong clinical leadership and clear and effective governance structures were in place.

However, there were also areas where the provider should make improvements. The provider should:

• All staff should complete information governance and health and safety training.

• Review the complaint response letter template to make sure it complies with recognised guidance and contractual obligations for GPs in England.

• Continue to improve the uptake of cervical screening for females aged between 25 and 64 years of age and maintain an accurate and up-to-date patient population list.

• Develop a system by working with the local clinical commissioning group to mark the records of parents or guardians of at-risk children to alert clinical staff.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

As part of our inspection we spoke with fourteen patients who used the service. We also spoke with nine clinical and administrative members of staff including two GP’s and the practice manager.

Patients spoken with were very positive about the care and treatment they received at the practice. Patients told us that they were treated with dignity and respect and that they felt safe using the service. One patient told us, “I love it. The GP I visit regularly is very, very good.” Another patient told us, “My husband and I have been coming to this practice for quite some time. They are all fantastic and we receive brilliant care.”

Patients on long term medication were protected from the risks associated with medicines because they were kept under review and received their prescriptions in a timely way. We did find some medicines at the practice were out of date and brought this to the attention of the senior GP partner who took immediate action to check and remove the medicines.

Quality monitoring systems were in place at the practice. There were opportunities for patients and staff to express their views on the quality of the service.