Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Shaftesbury Medical Centre on 20 December 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 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 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.

The areas where the provider should make improvements are:

• To continue monitoring phone and appointment provision to improve patient satisfaction with the provision.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

During the inspection we spoke with four patients and looked at comments from people on the NHS Choices website. Overall patients were generally satisfied with the service. Patients we spoke with told us that they were treated with respect and were fully involved in decisions about their care and treatment. Comments from patients included, “The doctors are very friendly and they listen,” “I am treated with respect,” and “I can generally get appointments when I want.”

Patients received the care and treatment that they needed. The GPs arranged for diagnostic tests to be carried out and referred patients to other services or specialists when necessary. Reviews of patient’s care and treatment took place and these were recorded.

Arrangements were in place to ensure that appropriate action was taken in response to incidents or allegations of abuse. Staff were aware of reporting and recording procedures that they needed to follow in response to allegations of abuse.

The provider had a recruitment policy. Essential checks were carried before staff were employed.

There were systems in place to monitor the quality of the service and to make improvements to the service when needed.