Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Gravesend Medical Centre on 29 June 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 and learning from these was discussed and shared.

• Risks to patients were assessed and well managed, including an infection control audit with identified actions, however some flooring in non-public areas of the practice required maintenance.

•  Medicines were well-managed within the practice.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained and had received updates to training 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 and the practice was open and transparent in responding to complaints and concerns.

• Most patients we spoke with said they found it easy to make an appointment  and that there were urgent appointments available the same day, however, the response to the GP patient survey rated the practice lower than the CCG and national averages.

• The practice worked closely with other organisations and the community to plan and implement services according to patient need.

• 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.

• The patient participation group was active at the practice and improvements were made as a result of their input, reflecting the patient voice.

We saw two area’s of outstanding practice:

The practice involved the patient participation group in the interview process for the recruitment of GP’s.

The practice had set up and established a community initiative called the Breath Easy Group which is a monthly meeting for local patients and carers with Chronic Obstructive Pulmonary Disease (COPD).

The areas where the provider should make improvements are:

• Review the need for a hearing loop at the practice.

• Undertake maintenance to areas of flooring in the staff kitchen and second floor accessible toilet.

• Continue to address issues identified by the GP Patient Survey to improve patient satisfaction.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice