We carried out an announced comprehensive inspection at St Keverne Health Centre on 14 March 2019 part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected
• information from our ongoing monitoring of data about services and
• information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups.

We found that:

• Patient satisfaction was high with staff described as caring, going above and beyond what was expected of them.
• The practice provided care in a way that kept patients safe and protected them from avoidable harm. However, the practice should review competency and training levels provided for staff.
• Patients received effective care and treatment that met their needs.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way with near patient testing available on site.
• The way the practice was led and managed promoted the delivery of high-quality, person-centre care.
• There was a teaching culture, which was supportive and encouraged staff development and competencies to extend services for patients in the remote location.

Whilst we found no breaches of regulations, the provider should:

• Review the competency and levels of training in safeguarding children or child protection as per intercollegiate guidance in January 2019.

• Review the recruitment process to ensure the ‘green book’ is adhered to so pre-employment and ongoing checks include obtaining the immunity status of non-clinical staff.
• Review the equipment calibration system to ensure due dates are monitored and include equipment carried in GP bags.
• Review the frequency of fire drills to ensure this meets the practice fire risk assessment.
• Improve the identification of carers to enable this group of patients to access the care and support they need.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection on 9 September 2015.

We have rated the practice overall as providing a good service. Specifically we found the practice to be good for providing responsive, safe, effective, caring and well led services. It was also found to be providing good services across all the patient population groups.

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’ 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 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.

However there were areas of practice where the provider should make improvements:

• An updated infection control audit should be undertaken.
• A Patient Participation Group should be developed, to encourage patient involvement and ensure that feedback from patients is acted on and services further improved.

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.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice