Letter from the Chief Inspector of General Practice

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

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Manor Health Centre - Dr S. Taylor on 13 February 2018 as part of our inspection programme.

At this inspection we found:

• The practice had clear 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.

• There were systems in place to mitigate safety risks including health and safety, infection control and dealing with safeguarding.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved patients and treated them with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• 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 sought patient views about improvements that could be made to the service; including having an active patient participation group (PPG) and acted, where possible, on feedback.

• Staff worked well together as a team, knew their patients well and all felt supported to carry out their roles.

• There was a strong focus on continuous learning and improvement at all levels of the organisation.

• The provider was aware of the requirements of the duty of candour.

The areas where the provider should make improvements are:

• Review the practice’s safeguarding policy to include reference or links to recent related legislation and guidance.

• Review the infection prevention and control policies and procedures to localise and ensure they are specific to the practice.

• Review the system for responding to safety alerts to ensure full documentation of actions taken.

• Review the systems in place in order to proactively identify patients who are also carers, in order to provide effective care for them.

• Review the storage of historic paper medical records to ensure it complies with relevant legislation and guidance and that they are safe from environmental damage.

• Review audit planning to include full cycle audits that are based on local and national priorities

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

This is the report from our inspection of Manor Health Centre. Manor Health Centre is registered with the Care Quality Commission to provide primary care services.

We undertook a planned, comprehensive inspection on the 21 January 2015 at Manor Health 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