Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Isca Medical Practice on 21 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.
• Risks to patients were assessed and well managed.

• The practice had safe and effective systems for the management of medicines, which kept patients safe.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.

• The practice had a growing group of transgender patients. The practice used the patients preferred name and gender and always offered a safe, non-judgemental environment. One of the GPs had organised a talk for all local GPs on Transgender Medicine by the local Gender Clinic team, to help educate local GPs and provide the best support and management.

• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. Feedback from patients about their care was consistently and strongly positive.

• The practice website was new and very informative, and could be translated into other languages to assist language barriers.

• A hearing loop was available at the reception desk.

• 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.
• Patients said they found it easy to make an appointment with a named GP and 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.

• The practice social media webpage helped the practice to engage with young people and other population groups who preferred this method of communication.

• The practice had an active patient participation group (PPG) which influenced practice development. 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 an area of outstanding practice

A systematic on going effort is being made to reduce demands on the health ecomomy by bringing in initiatives and continually improve patient care. For example the range and accessibility of care provided at the ‘walk in’ clinics.

We saw one area where improvement should be made.

Ensure continued support and identification of carers.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice