Letter from the Chief Inspector of General Practice

Our previous focused inspection at The Village Medical Centre on 26 October 2016 found breaches of regulations relating to the responsive and well-led delivery of services. The overall rating for the practice was requires improvement. Specifically, we found the practice to require improvement for provision of responsive and well led services. It was good for providing safe, effective and caring services. Consequently we rated all population groups as requires improvement. The previous inspection reports can be found by selecting the ‘all reports’ link for The Village Medical Centre on our website at www.cqc.org.uk.

This inspection was an announced focused inspection carried out on 14 June 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection on 26 October 2016. This report covers our findings in relation to those requirements and improvements made since our last inspection.

We found the practice had made improvements since our last inspection. At our inspection on the 14 June 2017 we found the practice was meeting the regulations that had previously been breached. We have amended the rating for this practice to reflect these changes. The practice is now rated good for the provision of safe, effective, caring, responsive and well led services. Overall the practice is now rated as good. Consequently we have rated all population groups as good.

Our key findings were as follows:

• The practice had demonstrated improvement in monitoring the appointments booking system.
• The practice had installed a new telephone system, routinely monitored telephone calls data and carried out an internal telephone satisfaction survey to find out whether patients were satisfied with their access to care and treatment.
• All staff and patients we spoke with on the day of inspection informed us they had noticed significant improvements.
• The practice had taken steps to develop a patient participation group (PPG). However, this work was still in progress and future meeting dates were planned.
• Extended hours details were advertised in the premises and on the practice website.
• The practice had taken steps to identify carers to enable them to access the support available via the practice and external agencies. The practice had redesigned new patient questionnaire to identify new carers at the time of new registrations. Written information was available for carers to ensure they understood the various avenues of support available to them. However, the practice register of patients remained similar to the previous inspection with no real increase.

In addition the provider should:

• Review the process of identifying carers to enable them to access the support available via the practice and external agencies.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

Our previous comprehensive inspection in February 2016 found breaches of regulations relating to the effective, responsive and well-led delivery of services.

Following the February 2016 inspection The Village Medical Centre was requires improvement for the provision of effective, responsive and well-led services. The practice was rated good for providing safe and caring services. Consequently we rated all population groups as requires improvement.

This inspection in October 2016 was undertaken to ensure improvements had been implemented and that the service was meeting regulations. For this reason we have only rated the location for the key questions to which these relate. This report should be read in conjunction with the full inspection report of 24 February 2016.

During the October 2016 inspection, we found the practice had made some improvements since our last inspection. We have amended the rating for this practice to reflect these changes. The practice is now rated good for the provision of safe, effective and caring services. However, the practice is required to make further improvements and remains rated as requires improvement in the responsive and well-led domains. Consequently we have rated all population groups as requires improvement.

Specifically we found:

• The practice had taken steps to improve the appointments booking system. However, 73% patients we spoke with on the day of inspection informed us they had not seen any significant improvement in the last six months and they had to wait a long time to get through to the practice by telephone.
• The practice had not taken all actions in a timely manner and it was therefore too early to assess the impact of improvements planned, for example, installation of new telephone system.
• The practice had not routinely monitored telephone calls data, carry out an internal survey or an audit since the previous Care Quality Commission (CQC) inspection in February 2016 to find out whether patients were satisfied with their access to care and treatment.
• The practice had tried to engage with inactive patient participation group (PPG). However, they were not fully successful and required to review their approach to promote patient participation in PPG.
• All clinical and non-clinical staff had received training relevant to their role.
• The practice had updated their registration with CQC.
• During the current Quality and Outcomes Framework (QOF) year 2016-17, the practice had demonstrated improvements in patient’s outcomes for patients with diabetes and patients experiencing poor mental health.
• The practice had taken steps to promote the benefits of national screening programme and demonstrated improvement in patient outcomes for cervical screening.

The areas where the provider must make improvements are:

• Review and monitor the appointments booking system and the waiting time it takes to get through to the practice by telephone.
• Ensure feedback from patients through the PPG is sought and acted upon.

In addition the practice should:

• Ensure extended hours appointments details are advertised on the practice website.
• Review the process of identifying carers to enable them to access the support available via the practice and external agencies.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

Our previous focused inspection at The Village Medical Centre on 26 October 2016 found breaches of regulations relating to the responsive and well-led delivery of services. The overall rating for the practice was requires improvement. Specifically, we found the practice to require improvement for provision of responsive and well led services. It was good for providing safe, effective and caring services. Consequently we rated all population groups as requires improvement. The previous inspection reports can be found by selecting the ‘all reports’ link for The Village Medical Centre on our website at www.cqc.org.uk.

This inspection was an announced focused inspection carried out on 14 June 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection on 26 October 2016. This report covers our findings in relation to those requirements and improvements made since our last inspection.

We found the practice had made improvements since our last inspection. At our inspection on the 14 June 2017 we found the practice was meeting the regulations that had previously been breached. We have amended the rating for this practice to reflect these changes. The practice is now rated good for the provision of safe, effective, caring, responsive and well led services. Overall the practice is now rated as good. Consequently we have rated all population groups as good.

Our key findings were as follows:

• The practice had demonstrated improvement in monitoring the appointments booking system.
• The practice had installed a new telephone system, routinely monitored telephone calls data and carried out an internal telephone satisfaction survey to find out whether patients were satisfied with their access to care and treatment.
• All staff and patients we spoke with on the day of inspection informed us they had noticed significant improvements.
• The practice had taken steps to develop a patient participation group (PPG). However, this work was still in progress and future meeting dates were planned.
• Extended hours details were advertised in the premises and on the practice website.
• The practice had taken steps to identify carers to enable them to access the support available via the practice and external agencies. The practice had redesigned new patient questionnaire to identify new carers at the time of new registrations. Written information was available for carers to ensure they understood the various avenues of support available to them. However, the practice register of patients remained similar to the previous inspection with no real increase.

In addition the provider should:

• Review the process of identifying carers to enable them to access the support available via the practice and external agencies.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice