Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Strawberry Hill Medical Centre on 15 August 2016. The practice is rated a good in the safe, effective, caring and responsive domains and outstanding for the well led domain. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• A comprehensive merge and relocation plan had led to the successful opening of Strawberry Hill Medical Centre in April 2016. Staff reported being involved in the merger of the two practices and they had been kept up to date with the progress.
• 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 been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• Patients with mental health needs and those living in vulnerable circumstances were well supported by the practice in a primary care environment. From the patients we reviewed all had received appropriate follow ups and medical condition reviews. The practice also liaised with local organisations in order to support patients with their social needs.
• 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 with a named GP 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.

Outstanding practice:

The practice had a proactive approach to equality and diversity. The relocation plan had proactively considered equality and diversity in the development of the building and the provision of services to all patients. Following a complaint regarding discrimination, the practice had undertaken an audit to demonstrate equality and diversity in the care and treatment of patients. The audit reviewed how long patients with non-British sounding names waited to be seen for appointments. Following the initial audit the practice noted a slight and increased difference between waiting times for these patients. A presentation to the practice team led to discussion about equality and diversity and the agreement a second audit should be undertaken. The second audit demonstrated that all patients seen within the defined period were waiting to be seen for similar times, which was an improvement from the first audit.

The areas where the provider should make improvement are:

• Continue to develop the patient participation group in order to support the practice, enhance communication with the GPs and allow a programme of improvements for patients.

• Ensure the signage in the practice is improved to help patients locate the correct room and floor for their appointment.

• Review the patient information point and improve the signage to highlight and advertise this useful resource for patients.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice