This practice is rated as Good overall.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable– Good

People experiencing poor mental health (including people with dementia) – Good

We carried out an announced comprehensive inspection at Park Lodge Medical Centre on 10 April 2018. The location registered with CQC in April 2017 and this was the first inspection of the location under this registration. The practice was previously registered to a different provider and had been inspected under that registration on 31 March 2016.

• 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.
• Patient feedback indicated that people sometimes found it difficult to gain access to the practice by telephone, although they were usually able to get an appointment when they did get through.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider should make improvements are:

• The practice should review its telephone system and staffing level at reception in response to patient feedback.
• The practice should review its processes for ensuring all staff are up to date with mandatory training.
• The practice should review its policy on exception reporting and consider making arrangements to remove patients no longer with the practice.
• The practice should review processes used to manage patient related correspondence with a view to ensuring that that all correspondence, including non-urgent items, are managed in a timely manner.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice