Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Edgwick Medical Centre on 22 November 2016. Overall the practice is rated as good.

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

• There were clearly defined processes and procedures to ensure patients were safe and an effective system was for reporting and recording significant events.
• Patients said they were treated with dignity, respect and compassion. Patients were involved with decisions about their care and treatment.
• Risks to patients were assessed and well managed.
• Patients’ needs were assessed and care delivered in line with current guidelines. Staff had the appropriate skills, knowledge and experience to deliver effective care and treatment.
• Urgent same day patient appointments were available when needed. The majority of patients we spoke with and those who completed comment cards before our inspection said they were always able to obtain same day appointments, although a small number said it could be difficult to get an appointment at times.
• Information about how to complain was available and easy to understand.
• Patients said GPs gave them enough time and treated them with dignity and respect.

The area where the provider should make improvements are:

• Continue work already in progress to identify more patients who were carers.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

On the day of our inspection we spoke with seven patients, one doctor and three members of staff. Two of the patients were members of the patient participation group (PPG)

Five patients were satisfied with the appointment system and when necessary were given an appointment on the same day. Two patients told us they found it difficult to get through to the surgery by telephone early in the morning. One patient who was also a member of the PPG said: “This is one of things we are discussing and trying to find a solution to.” All patients we spoke with said reception staff were always friendly and helpful. One patient told us: “I can’t fault the staff. The receptionists are very friendly”

We saw that patients’ views and experiences were taken into account in the way the service was provided and that they were treated with dignity and respect. When patients received care or treatment they were asked for their consent and their wishes were listened to.

The practice is located on two floors and there is sufficient ground floor space for those who are disabled. The practice also has a lift to the first floor.

We found the practice to be clean and well organised. Processes were in place to minimise the risk of infection. There were also processes in place for monitoring the quality of service provision. There was an established system for regularly obtaining opinions from patients about the standard of the service they received.

There was a complaints procedure in place and although none of the patients we spoke with had needed to complain, they knew how to do so. One patient told us: “If I had a complaint, I would write and also raise it with the PPG.”