Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Marton Medical Practice on 7 July 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.
• 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.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• 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.
• 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.

The areas where the provider should make improvement are:

• Ensure robust systems are implemented to ensure practice policies and procedures are reviewed and updated and relevant.

• Continue to roll out annual infection control training to all staff.

• Review staff meeting arrangements to ensure all staff receive important updates and information as appropriate.

• Promote the availability of the chaperone service to ensure patients are aware.

• Risk assess the need for a practice defibrillator.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Patients we spoke with provided positive feedback about the service they received at Marton Medical Practice. They told us the staff were considerate and helpful. Comments included, “Been coming to this doctors for years even at the old surgery. They go out of their way to be helpful”. Another patient told us, “Rang this morning with a problem and they got me in. That’s a good service”.

Patients who used this practice were provided with appropriate information and support regarding their care or treatment. One person told us "Dr C…….. referred me to a specialist. It was all explained to me and put my mind at rest”.

Patient’s told us they thought they were listened to and respected when they saw their doctor or a nurse. Some comments from people using the service included "It’s all very personal I always speak in private with doors shut”. A staff member told us, “A chaperone and language interpretation service is available to patients. It is appreciated by patients”. Patients told us they felt reception staff were considerate and took time to listen to them. One patient told us, “They have a hard job sometimes, but I always find them helpful”.

Staff received training in safeguarding procedures and were able to describe the possible indicators of abuse. Staff we spoke with told us they were confident they would be able to identify signs of abuse and follow recognised protocols to ensure patients were protected. One staff member told us, “We do a lot of work with a number of agencies to make sure children and adults are protected”.

There were systems in place to reduce the risk and spread of infection. When we spoke with patients using the service some comments included "It’s spotless and always like this”. Infection control procedures were in place, which staff were familiar with. This ensured there were preventative measures for the control of infection.