Letter from the Chief Inspector of General Practice

This practice is rated as Good overall. (Previous inspection November 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 Dr Oliver, Ferguson & Gozzelino known as Strand Medical Centre on 5 January 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.

• 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.

• Staff involved and treated patients with compassion, kindness, dignity and respect.

• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.

• There was a strong focus on continuous learning and improvement at all levels of the organisation.

We saw areas of outstanding practice in providing responsive services for people with protected characteristics under the Equality Act, and people who were in vulnerable circumstances or who had complex needs. For example:

• The practice with the support of the clinical commissioning group (CCG) had set up a transgender clinic to support this group of patients to access appropriate and supportive healthcare locally. This specialist clinic had been set up to support both the practice’s transgender patients as well as those patients who were registered with other practices from theirs and the neighbouring CCG.

• The practice offered all patients HIV testing to support early diagnosis and timely treatment and intervention. As part of this work the practice also offered training and learning sessions to GPs to enable them to normalise discussions around HIV testing.

• The practice staff spoke five different languages (Italian, Spanish, Portuguese Hindi and Urdu) to support patients where English was not their first language.

• The practice supported refugee families who had moved to the local area.

The areas where the provider should make improvements are:

• A copy of the electrical wiring safety certificate should be supplied to CQC.

• The practice should continue to monitor the effectiveness of the changes made to the systems supporting infection control and prevention.

Professor Steve Field CBE FRCP FFPH FRCGP Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

This is the report from our inspection of Dr Morris, Oliver, Ferguson & Gozzelino at the location the Strand Medical Centre which is registered with the Care Quality Commission to provide primary care services.

We undertook a planned, comprehensive inspection on the 11 November 2014 at the Strand Medical Centre. We reviewed information we held about the services including patients’ comments and spoke with GPs, staff and patients.

Dr Morris, Oliver, Ferguson & Gozzelino are rated as good overall.

Our key findings were as follows:

• The premises were clean and tidy. Systems were in place to ensure medication including vaccines were appropriately stored and in date.

• The practice was effective. Patients had their needs assessed in line with current guidance and the practice promoted health education to empower patients to live healthier lives.

• The practice was caring. Feedback from patients and observations throughout our inspection highlighted that the staff were kind, caring and helpful. Patients we spoke with felt involved in treatment decisions.

• The practice was responsive and acted on patient complaints and feedback.

• The staff worked exceptionally well together as a team.

However, there were also areas of the practice where the provider could make improvements.

The provider should:

• Put systems in place to monitor the use of prescriptions in line with national guidance to prevent inappropriate use of prescription forms.
• Document any staff meetings to ensure good communications between staff, for example, regarding learning points from incidents or complaints.
• Carry out a Legionella risk assessment.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We reviewed the information available to us about Dr Oliver, Ferguson & Gozzelino on 8 May 2019. We did not find evidence of significant changes to the quality of service being provided since the last inspection. As a result, we decided not to inspect the surgery at this time. We will continue to monitor this information about this service throughout the year and may inspect the surgery when we see evidence of potential changes.