Letter from the Chief Inspector of General Practice

This practice is rated as Good overall. (Previous inspection December 2014 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Broadway Medical Centre on 24 November 2017. This was as part of our on going inspection programme.

At this inspection we found:

• The practice had clear systems to keep patients safe and safeguarded from abuse.
• 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.
• The practice had reliable systems for appropriate and safe handling of medicines.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Quality Outcomes Framework (QOF) for 2016/17 showed the practice had achieved 100% of the points available to them for providing recommended treatments for the most commonly found clinical conditions.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• The practice organised and delivered services to meet patients’ needs. It took account of patient needs and preferences.
• Patients were able to access care and treatment from the practice within an acceptable timescale for their needs. Although the majority of patients were satisfied with access to the service, some patients fed back concerns relating to the process for getting appointments and appointment availability.
• There was a strong focus on continuous learning and improvement at all levels of the organisation. The practice proactively used performance information to drive improvement.

The areas where the provider should make improvements are:

• Ensure that all staff who act as chaperones are subject to a disclosure and barring service (DBS) check.
• Maintain an audit trail for prescription stationery, in line with best practice guidelines.
• Check that quality improvement activity has delivered the expected improvements, by carrying out the full audit cycle.
• Continue with the plan to carry out appraisals for all staff.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out a comprehensive announced inspection at Broadway Medical Centre on 02 December 2014. Overall, the practice is rated as good. Specifically, we found the practice to be good for providing safe, effective, caring, responsive and well led services. It was also good at providing services for the six key population groups we looked at during the inspection.

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

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, reviewed and addressed;
• Risks to patients were assessed and well managed;
• The practice was clean and hygienic, and good infection control arrangements were in place;
• Patients’ needs were assessed and care was planned and delivered following best practice guidance;
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and were involved in decisions about their care and treatment;
• Information about the services provided by the practice was available and easy to understand, as was information about how to raise a complaint;
• Patients said they found it easy to make an appointment and urgent, same-day access was also available;
• 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 actively sought feedback from patients.

However, there were areas of practice where the provider needs to make improvements. Importantly the provider should:

• Ensure clearer processes for carrying out Disclosure and Barring Service (DBS) checks are in place;
• Review the current arrangements for monitoring the temperatures of refrigerators storing vaccines and other medicines requiring cold storage.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice