We carried out an announced comprehensive inspection at Drs G Streeter, N Potter, J Morgan & R Estall (also known as Marden Medical Centre) on 14 March 2019 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected
• information from our ongoing monitoring of data about services and
• information from the provider, patients, the public and other organisations.

We have rated this practice as outstanding overall.

We rated the practice as outstanding for providing caring services because:

• The practice was an integral part of the local community and actively promoted the health of the population and because feedback from patients was consistently positive about the service they received from the practice.

We rated the practice as outstanding for providing well-led services because:

• The culture of the practice and the way it was led and managed drove the delivery and improvement of high-quality, person-centred care.
• Leaders had an inspiring shared purpose, striving to deliver and motivate staff to succeed. There was a strong culture of continuous improvement.

We also rated the practice as good for providing safe, caring and responsive services because:

• The practice provided care in a way that kept patients safe and protected them from avoidable harm.
• There were comprehensive systems to keep people safe, which take account of current best practice.
• Services were planned and delivered in a way that met the needs of the local population. The importance of flexibility, choice and continuity of care was reflected in the services provided.
• Patients received effective care and treatment that met their needs.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.
• There was openness and transparency in how complaints were dealt with. Complaints and concerns were always taken seriously, responded to in a timely way and listened to.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Bennyworth BS BMedSci MRCGP
Chief Inspector of General Practice and Integrated Care

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Drs G Streeter, N Potter, J Morgan & R Estall on 5 May 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 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 been trained to provide them with 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. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
• The results of the GP patient survey and comments we received as part of our inspection indicated that patients’ satisfaction with the service they received from the practice was high.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• Staff made efforts to promote healthy living choices with patients and the wider community.
• There was a clear leadership structure and staff felt supported by management. There was an open culture and staff worked well together as a team.
• The practice 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 areas of outstanding practice:

• The practice was an integral part of the local community and actively promoted the health of the population through regular exercise classes, fundraising projects and a health fair.
• The Patient Participation Group (PPG) was highly engaged and empowered by the practice to improve services. The PPG had recruited a young person to the committee to represent the needs of this population group.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice