Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection of Tooting South Medical Centre on 5 April 2016. The overall rating for the practice was good. No breaches of legal requirements were found, however the practice was rated as requires improvement for providing caring services. This was because data from the national GP patient survey showed patients rated the practice in line with national averages in most aspects of care. In some areas the practice was rated by patients as below average. The practice had not taken any action to address these areas.

We also found areas the practice should improve, including recall process for patients with long term conditions and poor mental health, reviewing action points from audits and recording verbal complaints and concerns.

The full comprehensive report and desk-based focussed inspection report can be found by selecting the ‘all reports’ link for Tooting South Medical Centre on our website at www.cqc.org.uk.

This inspection was an announced focused desk-based inspection carried out on 2 November 2017 to review the improvements made in addressing and improving patient feedback. This report also covers additional areas of improvement made since our last inspection.

Overall the practice is rated as good. Specifically the practice was now found to be good for providing caring services.

Our key findings were as follows:

• The practice had shown they had responded to patient feedback in the National GP Patient Survey and had gathered feedback via engaging with the Patient Participation Group (PPG), carrying out additional surveys and reviewing the NHS Friends and Family Test.

• The practice had reviewed and improved their recall processes for patients with long term conditions and poor mental health. They also worked with a local mental health nurse to ensure patients with severe mental health conditions were reviewed.

• The practice carried out audits and reviewed action points so that they lead to improved patient outcomes.

• The practice kept a comprehensive log of verbal as well as written complaints.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Tooting South Medical Centre on 5 April 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 improvement are:

• The practice should consider reviewing recall processes for patients with long term conditions and poor mental health where management criteria are lower than national averages.

• The practice should consider reviewing action points in audits to ensure that they are more specific and lead to improved patient outcomes.

• In view of patient feedback the practice should consider reviewing how patients are involved in their care and responding to patient feedback in the national GP patient survey.

• The practice should consider retaining a log of complaints made in person rather as well as those received  in writing.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice