Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Beechwood Medical Centre on 15 March 2016. The practice has received an overall rating of good. Specifically we rated the practice as outstanding for providing responsive services people with long term conditions, families children and young people, working age people, people whose circumstances may make them vulnerable and people experiencing poor mental health.

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.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand.
• Patients said they found it easy to make an appointment with a named GP and that there was continuity of care. Patients were able to access appointments seven days a week, with urgent appointments available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• 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.
• The provider was aware of and complied with the requirements of the Duty of Candour.

We saw the following area of outstanding practice:

• The practice provided seven day access to appointments with GPs and nurses. This service was self-funded by the practice. The practice responded quickly to capacity and demand pressures. Availability of appointments and patient waiting times were reviewed constanty throughout the day. Additional appointments were made available on a daily or weekly basis as patient demand increased

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

As part of our inspection we spoke with five people who used the service, seven staff members; including a doctor, a nurse, the practice manager and reception staff.

The practice had a ‘Patient Reference Group’ (PRG) who met regularly to discuss the services provided by the practice. They told us they expressed their views and were involved in making decisions about the practice. They said the doctors listened to them and all staff were polite and helpful. Comments included:

In relation to accessing a doctor or a nurse, one person said, “Excellent never had an issue.”

“When I have requested a call back from the doctor they have always called me back.”

“Staff are so nice.”

“I was referred to the community team when needed.”

“I receive excellent support from this practice.”

Staff had received abuse awareness training and procedures were in place to respond appropriately to any allegation of abuse.

Appropriate recruitment checks were in place prior to the employment of staff. This meant the provider had taken steps to ensure the staff they employed were of good character and suitable to work with vulnerable groups.

People had their comments and complaints listened to and where appropriate action had been taken.