Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Sacriston Medical Centre on 15 March 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 an effective system in place for reporting and recording significant events.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had 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.
• Patients said they found it easy to make an appointment with a named GP and that 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 areas of outstanding practice:

The practice has employed a Community Nurse for the Frail and Elderly to care for housebound patients and those with multiple long term conditions. While the project is still in its infancy, the practice provided examples of the impact it has had on preventing hospital admissions and safeguarding older people and those whose circumstances make them vulnerable.

The practice employed an external agency, for a period of nine months, to improve the appointment system as a direct result of the feedback given by patients. This was funded 50% by the practice and 50% by an improvement scheme. Now these changes have been implemented, patients report high satisfaction with the appointments system, and this was corroborated by our interviews with staff and patients.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We observed the waiting area when patients arrived to reception. We saw that staff dealt with enquiries as discretely as possible to limit the possibility of other patients hearing. One member of staff said “We keep voices to a minimum and if there’s more than one patient at the desk I ask them to stand back.”

We spoke with seven patients. Without exception, the patients said they were very happy with the standard of care they received at the practice. Comments included “It’s very good, excellent”, “I’m pleased with it” and “It’s very good, they are all professional and friendly.”

We saw the practice had safeguarding policies in place for both children and vulnerable adults. There was an identified lead clinician with a clear role to oversee safeguarding within the practice.

We saw the practice was clean, tidy and well maintained. Personal protective equipment and hand hygiene gel was available throughout the practice. Hand washing instructions were also displayed by hand basins and there was a supply of liquid soap and paper hand towels.

We found staff received regular training and supervision. Staff told us they felt supported by their managers.