This practice is rated as Good overall. (Previous rating January 2015 – Good)

The key questions at this inspection are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at Hoylake and Meols Medical Centre - A Muir on 23 October 2018 as part of our inspection programme.

At this inspection we found:

• The practice had systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. Care and treatment was delivered according to evidence based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patient feedback identified that sometimes it was difficult to get through by telephone and to make appointments that were convenient. The practice was monitoring this and acting to improve access and had made more appointments available with a variety of clinicians.
• There were systems in place to mitigate safety risks including health and safety, infection control and dealing with safeguarding.
• 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 reviewed and considered patient views through surveys and a patient participation group (PPG).
• Staff worked well together as a team and all felt supported to carry out their roles.
• There was a focus on learning and improvement at all levels of the organisation.
• The provider was aware of the requirements of the duty of candour.

We saw an area of outstanding practice:

The practice had introduced innovative IT systems, including artificial intelligence systems for communication, task management, monitoring of care and treatment processes and monitoring effectiveness of care delivery through reports and audits. This led to improvements such as better communication, team problem solving, effective management of alerts and guidance/legislative changes and changes to practice.

Letter from the Chief Inspector of General Practice

This is the report from our inspection of Hoylake and Meols Medical Centre. Hoylake and Meols Medical Centre is registered with the Care Quality Commission to provide primary care services.

We undertook a planned, comprehensive inspection on the 8 January 2015 at Hoylake and Meols Medical Centre. We reviewed information we held about the services and spoke with patients, GPs, and staff.

The practice was rated as Good overall.

Our key findings were as follows:

• There were systems in place to mitigate safety risks. The premises were clean and tidy. Systems were in place to ensure medication including vaccines were appropriately stored and in date.

• Patients had their needs assessed in line with current guidance and the practice promoted health education to empower patients to live healthier lives.

• Feedback from patients and observations throughout our inspection highlighted the staff were kind, caring and helpful.

• The practice was responsive and acted on patient complaints and feedback.

• The practice was well led. The staff worked well together as a team and had regular staff meetings and training.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice