Following this focused inspection, we found the provider had implemented sufficient improvements.

Our key findings were as follows:

• The practice had implemented an annual programme for the completion of staff appraisals, staggered at three monthly intervals for different groups of staff.
• The practice performance for child immunisation had improved, and now met target in all areas measured.

We found the areas we had identified at our last inspection that the provider should make improvements had been mostly addressed:

• The practice recruitment policy had been updated and it now included a clear rationale for DBS checking. The practice also has a DBS checks protocol in place which set out the type of checks to be carried out for clinical and non-clinical staff, and the frequency of these checks.
• Since our last inspection, the practice has reviewed its procedures for identifying patients with caring responsibilities. At this inspection, we found they had identified a greater proportion of patients with caring responsibilities; which had increased from 32 patients to 78 patients. They achieved this by raising awareness among patients through a poster in their reception area, actively using information received such as from hospital letters, and asking patients about caring responsibilities during their appointments. The practice provided and signposted patients with caring responsibilities to appropriate support. However, the proportion of patients with caring responsibilities was still relatively low and below 1%.
• The results from the latest national GP patient survey showed patients responses to questions about timeliness of access to the service was comparable with other local practices and national averages. The practice had also met with their current phone system company on 3rd October 2018 to look at ways of upgrading the phone system. However, they are unable to make changes to their contract until October 2019, when they plan to upgrade the telephone system. In the meantime, they told us the phone company is considering providing with a temporary solution and ways to reduce the waiting time for patients.

The area where the provider should make improvements is:

• Continue to review their arrangements for the identification of patients with caring responsibilities so they can provide and signpost them to appropriate support.

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 New Eltham Medical Centre on 5 November 2015. The overall rating for the practice was requires improvement. The full comprehensive report on the November 2015 inspection can be found by selecting the ‘all reports’ link for New Eltham Medical Centre on our website at www.cqc.org.uk.

This inspection was undertaken as an announced comprehensive inspection on 1 August 2017. Overall the practice is now 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 to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.

• Risks to patients were assessed and well managed.

• 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.

• Urgent appointments were usually available on the day they were requested.

• However, staff annual appraisals had not been completed in line with the practice policy during 2016.

However, there were also areas of practice where the provider needs to make improvements.

The provider must:

• Ensure staff receive annual appraisals in line with the organisational policy

In addition the provider should:

• Update their recruitment policy so that it is clear about their rationale for DBS checking
• Explore ways to improve childhood immunisation rates
• Review procedures for identifying a greater proportion of patients with caring responsibilities so they can provide and signpost them to appropriate support
• Continue to explore ways to improve patient satisfaction with phone access, in response to feedback from the national GP patient survey

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 New Eltham Medical Centre and Blackfen Medical Centre on 5 November 2015. Overall the practices are rated as requires improvement.

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:

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.

• Risks to patients were assessed and well managed.

• 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.

• Urgent appointments were usually available on the day they were requested.

• The practice had not proactively sought feedback from patients.

The areas where the provider must make improvements are:

• Ensure staff receive appraisal as is necessary to enable them to carry out the duties they are employed to perform.

• Ensure that health and safety building checks are undertaken and staff are adequately trained and updated in Fire safety.

In addition the provider should:

• Ensure they have systems to monitor and record all staff training undertaken and staff meetings.

• Ensure that there is clear designation of staff lead roles.

• Ensure the practice develop systems that offer support to staff to provide cover.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice