This practice is rated as Good overall. (Previous inspection 18 August 2015 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Outstanding

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at Melrose Medical Centre Ltd on 4 July 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. 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.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• 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.
• The practice was open and transparent, and had systems in place to adhere to the Duty of Candour.
• The practice displayed a strong commitment to multidisciplinary working and could evidence how this positively impacted on individual patient care.
• Discussion with staff and feedback from patients showed that staff were highly motivated to deliver care that was respectful, kind and caring.
• The practice organised and delivered their services to meet the needs of their patient population. They were proactive in understanding the needs of the different patient groups.

We saw areas of outstanding practice:

• Patients consistently commented about the holistic, person-centred approach to the care and treatment they received. GP patient survey results were high with the practice being number one on Teesside and number 12 nationally.

• The practice had identified a number of young carers and had established links with local young carers groups to support them.

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 Melrose Medical Centre on 18 August 2015. Overall the practice is rated as good.

Please note that when referring to information throughout this report, for example any reference to the Quality and Outcomes Framework data, this relates to the most recent information available to the CQC at that time.

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

• Patients who used the service were kept safe and protected from avoidable harm. The building was well maintained and clean.

• All the patients we spoke with were positive about the care and treatment they received. Patients told us they were treated with dignity and respect and staff were caring, professional and helpful.

• There was good collaborative working between the practice and other health and social care agencies that ensured patients received the best outcomes. Clinical decisions followed best practice guidelines.

• The practice met with the local Clinical Commissioning Group (CCG) to discuss service performance and improvement issues.

• There were good governance and risk management measures in place. The leadership team were visible and staff we spoke with said they found them very approachable.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice