Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Moya F Duffy and Partners, also known as Oak Vale Medical Centre, on 5 November 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:

• Systems were in place to ensure incidents and significant events were identified, investigated and reported. All staff were aware of what constituted a significant event and they fulfilled their responsibilities to raise concerns and to report incidents. Information about safety was recorded, monitored, appropriately reviewed and addressed although action plans were not routinely used to monitor changes implemented.

• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.
• 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 readily available in document form for patients.
• The practice had recently introduced a new system for booking appointments with GPs known as ‘Doctor First’. The practice explained that patients were satisfied with these changes because they could have direct access to a doctor’s advice without the need for a face to face appointment.
• 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.

We saw areas of outstanding practice including:

• The practice routinely sends a birthday card to all patients each year reaching their 75th birthday. This was known as the ‘Forget-me-Not’ initiative. Within the card there was also a patient health questionnaire for them to complete and return. This initiative has helped to identify potential physical problems and mental health issues, such as dementia and mild cognitive impairment (MCI).

• Reception staff were identified as a ‘dementia buddy’ for patients and carers with this condition. Reception staff had put together a resource pack with useful information to support patients and families with dementia. Plans were in place to invite patients and carers into the practice to discuss the contents of the pack and to signpost them to agencies across the community that could support the families.

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

The provider should:

• Review the records made of serious events and incidents to ensure that risks have been appropriately identified and actions plans have been put into place.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We reviewed the information available to us about Oak Vale Medical Centre on 11 May 2019. We did not find evidence of significant changes to the quality of service being provided since the last inspection. As a result, we decided not to inspect the surgery at this time. We will continue to monitor this information about this service throughout the year and may inspect the surgery when we see evidence of potential changes.