During this inspection we spoke with one doctor, four reception staff, one assistant practitioner, one practice nurse, one triage nurse and six patients who used the service. We also spoke with the practice manager during the inspection.

We saw that there were systems in place to ensure that patient’s health needs were assessed. The patient’s we spoke with told us that care was delivered in the way that they had agreed.

We saw that patients were involved in the way that the service was provided and that there were systems in place to ensure that patients were protected from the risk of harm and abuse.

We saw that there were processes in place to ensure that staff were recruited in line with current legislation and there was a complaints procedure in place which was followed in practice to ensure that patients concerns were addressed.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Manor Medical Practice on 23 November 2016. Overall the practice is rated as good. Our key findings across all the areas we inspected were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses. Significant events had been investigated and action had been taken as a result of the learning from events.

• Systems were in place to deal with medical emergencies and staff were trained in basic life support.

• There were systems in place to reduce risks to patient safety. For example, infection control practices were good and there were regular checks on the environment and on equipment used.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.

• Feedback from patients about the care and treatment they received from clinicians was very positive. Patients told us they were treated with dignity and respect and they were involved in decisions about their care and treatment.

• Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.

• The appointments system was flexible to accommodate the needs of patients. Urgent appointments were available the same day and routine appointments could be booked in advance.

• The practice had good facilities, including disabled access. It was well equipped to treat patients and meet their needs.

• Information about services and how to complain was available. Complaints had been investigated and responded to in a timely manner.

• The practice had a clear vision to provide a safe and high quality service.

• There was a clear leadership and staff structure and staff understood their roles and responsibilities.

• The practice provided a range of enhanced services to meet the needs of the local population.

• The practice sought patient views about improvements that could be made to the service. This included the practice having and consulting with a patient participation group (PPG).

Areas where the provider should make improvement are:

• Improve the systems in place for ensuring medicines reviews are carried out at appropriate intervals.

• Ensure staff who are responsible for providing chaperone duties have undergone all required employment checks.

• Review the handling of complaints to ensure complainants are informed of the second stage of the complaints process.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice