Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Penworthan St Marys Medical Group on 17 November 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 a system in place for reporting and recording significant events. We discussed with the practice the need to review some of the systems and processes that governed risks such complaints and safeguarding.
• 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 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.

We saw several areas of outstanding practice including:

• The practice had a branch surgery based at a University of Central Lancashire (UCLAN) campus and provided services tailored to their student patients. This included providing specialist clinics such as sexual health, travel health and contraception.

• The practice worked closely with the University to ensure the physical and mental health of student patients was promoted and safeguarded. The practice met monthly with all interested stakeholders and participated in health awareness campaigns such as meningitis awareness and smoking cessation run by the University and the Student Union.

• The practice offered a clinic on a Saturday and Sunday 8am to 1.30pm for working patients who could not attend during normal opening hours.

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

The provider should:

• Review the changes made to the safeguarding systems to ensure they are embedded and being used effectively.

• Review the changes made to the complaints processes to ensure they are embedded and verbal complaint information is being appropriately actioned.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Patients we spoke with told us they were satisfied with the service they received. They considered their GP’s listened to what they said and explained things clearly. “They listen to what you tell them and will ask the right questions. I have no problems and wouldn’t change my GP for anything. It’s a case of I know them and they know me”.

Patients considered their privacy and dignity was always respected. Gender issues were considered. “I prefer a female GP for certain things. I always get to see one, or the practice nurse. I think that is important, although at the end of the day you want to stay healthy and you would see whoever was available. It’s good they accommodate my choice”.

Staff had been trained in Equality and Diversity and the protection of children and vulnerable adults. The practice took a positive approach to ensure the needs of the most vulnerable patients were met.

All staff employed were subjected to character checks and qualified staff had their registration to practice verified.

Quality monitoring systems were in place. Written comments from patients included, ‘Thanks to Dr Robinson and all the reception staff for the lovely way you treated my daughter and myself when we came into the surgery’. ‘Thank you for all the efforts you went to on my behalf. The medication brought about my full recovery’.

Patients we spoke with told us that they would know how to make a complaint should they need to do so.

We reviewed the information available to us about Penwortham St. Marys Medical Group on 22 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.