We carried out an announced comprehensive inspection at Martello Health Centre on 16 May 2017. The overall rating for the practice was good. The full comprehensive report on the May 2017 inspection can be found by selecting the ‘all reports’ link for Martello Health Centre on our website at www.cqc.org.uk.

A desk-based review was carried out on 5 January 2018 to confirm that the practice had carried out their plan to make improvements to the areas we identified in our previous inspection on 16 May 2017. However, we found patient satisfaction scores from the national GP patient survey still remained low in some areas and the practice needed to improve patient access to services. Consequently, the practice conducted their own patient survey in January and February 2018.

A further desk based review was carried out on 23 February 2018. This report covers our findings in relation to those improvements made since our last inspection.

Overall the practice remains rated as good.

Our findings were:

• The practice conducted a patient survey in January and February 2018. It found not all the findings of the July 2017 national GP patient survey were representative of their patients’ experience. The practice found in four of the six areas where they were previously identified to be below the local and national averages, they were now comparable or above.
• The practice accepted improvements were still required to improve telephone access and the patient experience when making an appointment and were working with their patient participation group to address these areas.

At this inspection we found that the practice provided responsive services for their patients. However, the practice should continue to make improvements by developing and implementing plans to improve patient satisfaction scores with services provided.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Martello Health Centre on 16 May 2017. The overall rating for the practice was good. The full comprehensive report on the May 2017 inspection can be found by selecting the ‘all reports’ link for Martello Health Centre on our website at www.cqc.org.uk.

This inspection was a desk-based review carried out on 5 January 2018 to confirm that the practice had carried out their plan to make improvements to the areas we identified in our previous inspection on 16 May 2017. This report covers our findings in relation to those improvements made since our last inspection.

Overall the practice remains rated as good.

Our findings were:

• Improvements had been made to clinical oversight and audits had been conducted to help ensure the safe and effective management of patient information.
• The practice was actively monitoring appointment availability and regularly provided between 30 and 40 appointments daily. This represented an increase of 50% in appointment availability since May 2017.
• The practice had introduced additional nurse clinics in November 2017 but acknowledged despite this patients had experienced a slight increase in waiting times for clinical appointments in December 2017.
• The patient participation group had been consulted and kept informed by the practice of proposed improvements to services.
• The most recent national GP patient survey, published July 2017, showed that patient’s satisfaction levels had declined in some areas when compared to the July 2016 survey results.
• The practice had seen an increase of 4% in patients recommending the service. 85% of respondents to the NHS Friends and Family Test over the past three months stated they were likely or extremely likely to recommend the practice to their friends or family.

At this inspection we found that continued to be areas where the provider needs to make improvement. Consequently, the practice is still rated as requires improvement for providing responsive services.

The areas of practice where the provider needs to make improvements.

• Continue to improve and maintain patient access to services.
• Develop and implement plans to improve patient satisfaction scores with services provided.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Martello Health Centre on 16 May 2017. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• The practice was clean and tidy and staff had received training in infection prevention control.
• We found appropriate medicine management procedures in place.
• The practice had systems, processes and practices to minimise risks to patient safety.
• Unverified data from the Quality and Outcomes Framework 2016/2017 showed patient outcomes had improved on the previous year 2015/2016 of 92%.
• Data from the national GP patient survey showed patients experiences were comparable with local and national levels of satisfaction.
• NHS Friends and Family feedback from the practice patients over the past three months (February, March and April 2017) showed 81% of respondents were extremely likely or likely to recommend the practice.
• Some patients told us staff treated them with kindness and respect but they did not believe the GPs always considered or understood their individual needs. This was not supported by the national GP patient survey findings.
• GP patient survey, published July 2016 showed that patient’s had low levels of satisfaction with their contact and experience of making an appointment. We found there was a four week wait for a routine appointment, although urgent appointments were available the same day.
• The practice had a clear strategy and supporting business plans. They had responded to the difficulties of recruiting salaried GP’s by identifying and utilising alternative health clinicians (pharmacists, paramedics and community matrons) to meet the needs of their patient population.
• The practice management team had a comprehensive understanding of the clinical performance of the practice. They kept it under constant review through daily morning clinical meetings at 9.30am to review clinical workload, prioritise, divide and delegate tasks and monthly reports to the management board.
• The practice and the patient participation group were committed to improving services for the patients.

The areas where the provider should make improvements are:

• To ensure clinical oversight of the management of patient information to ensure risks are identified and escalated appropriately.

• Strengthen GP patient relationship for continuity of patient care.
• Improve the accessibility of the appointments.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice