Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Faversham Medical Practice on 26 October 2015. Overall the practice is rated as good. Please note that when referring to information throughout this report, for example any reference to the Quality and Outcomes Framework data, this relates to the most recent information available to the CQC at that time.

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 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.
• Patients often found it difficult to get through to the practice by telephone. However once through to the practice patients said they found it easy to make an appointment 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 provider was aware of and complied with the requirements of the Duty of Candour.

.

We saw areas of outstanding practice namely:

• The practice had GP retained beds at the local cottage hospital and these were serviced by practice staff and used to provide personalised care to patients who would otherwise be managed in the general district hospital.
• The practice had effective links with a local charity that supported elderly people and responded to requests from them for appointments for patients they supported.
• The practice was involved in the provision of drug rehabilitation services through a shared clinic with a charitable organisation.
• The practice had worked with commissioners to secure the contract to run the local minor injuries unit. This unit had been in danger of closing and being lost to the community. The practice was continuing to develop and increase services at the unit for example there were plans to provide x-ray services which had not been previously available at the unit.
• During the winter of 2014 the practice had run weekend surgeries to provide additional access to primary care for patients to assist them in avoiding admission to the local hospitals. A similar service was due to open in November which was intended to achieve the same outcome.

However, there was an area where the practice needs to make improvements namely.

• Review the process for dealing with medical alerts to help ensure that the alerts were actioned, as required, by the individuals to whom they were sent.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice