Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Hamilton Medical Centre on 14 June 2017. 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 a system in place for reporting and recording significant events.

• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
• Patients we spoke with and Care Quality Commission (CQC) comment cards reviewed indicated that patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
• Information about services and how to complain was available in the patient information leaflet and on the practice’s web site.
• The appointment system was regularly audited to check the practice was meeting patient demand. The practice operated a system for direct access to appointments and/or advice or priority for prescriptions for patients with greater needs.
• The practice is situated in an area of high deprivation and the practice provided GP services for homeless patients and patients living in nearby hostels.
• 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.
• Staff had worked at the practice for many years and the benefit of a small practice was that staff knew their patients well and could anticipate their needs. Staff worked well together as a team.

The areas where the provider should make improvements are:

• Have appropriate oxygen masks for adults and children for use in medical emergencies and update their monitoring system for emergency medical equipment for expiry dates.

• Secure the oxygen cylinder and have appropriate safety signage; and have a map of the building displayed at the front entrance of the practice with details of where the oxygen is stored for the fire service.

• Update safeguarding registers and coordinate details of other family members of patients who may be at risk.

• Periodically review incidents and all complaints to identify any trends and minimise the potential for reoccurrence.

• Display information in the waiting room about how to make a complaint or suggestion.

• Implement a plan of at least two cycle clinical audits to monitor quality outcomes.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice