Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Mellor and Partners on 7 March 2016. 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.
• Patients told us that 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 told us they found it easy to make an appointment with a named GP and that there was continuity of care, 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 registered provider was aware of and complied with the requirements of the Duty of Candour.

We saw four areas of outstanding practice:

The practice had a staff incentive scheme where staff could put forward their ideas to improve the service and if the idea worked, they were given a financial reward. For example, two members of staff designed a new form for referrals to the hospital. This was more streamlined and made it easier to capture the necessary information. This form was implemented and the staff were rewarded.

The practice worked closely with a home for people recently released from prison. Each of these patients was given an appointment with a named GP who worked together with the patient and their key worker to enable appropriate care and support to be given. Follow up was arranged and signposted to other services where necessary.

At the request of the patient participation group (PPG) all staff had received training in sensory awareness and this was shown to be beneficial for the patients. We were told that when one patient attended the practice with a white stick with red bands on it, the receptionist recognised this as a sign that the patient was both visually and hearing impaired and she went to offer assistance. Following this training, adaptations had been made within the practice, such as installing high visibility toilet seats. In addition to the hearing loop in reception they also had a portable hearing loop and portable microphones for consultations. The font size used for patient letters was increased to make them easier to read for those with poor eyesight. Patients told us this was useful in maintaining confidentiality as they didn't have to ask other people to read the letter for them.

The practice offered a Chaplain service run by the local rector. This provided prompt access to a listening service that offered support or signposting, exploring the issues which were important to the patient. This was available to staff, patients and carers, irrespective of faith. It could be accessed by self referral or by referral from a member of staff. Patients told us this service was very easy to access and they felt more comfortable as the Chaplain service was less clinical than most services

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We spoke with the Practice manager, one doctor, three nurses and three members of the non-clinical team on the day of our announced inspection. We spoke with a member of the Practice Participation Group (PPG) and two patients who had appointments on the day of our inspection.

We talked with patients who were at the surgery on the day of the inspection. We asked about their experiences. They told us they were very satisfied with the care, support and advice they had received.

We saw that there were systems in place to protect the staff as well as patients. We saw safeguarding vulnerable adults and children policies were in place. We were told there was a commitment to zero tolerance of aggressive behaviour and that systems were in place to protect the staff.

We saw there were effective systems in place to reduce the risk and spread of infection. Overall the practice environment was clean and welcoming.

The staff we spoke with and the information we reviewed showed Continuing Professional Development (CPD) was undertaken appropriately to ensure professional registrations were up to date. Patients received care and treatment from appropriately qualified professionals.

There was an effective complaints system and people were encouraged to comment about their experiences.