Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Yealm Medical Centre on 9 August 2017. 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 a system in place for reporting and recording significant events.
• The practice had clearly defined and embedded systems to minimise risks to patient safety.
• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
• Results from the national GP patient survey showed patient feedback about the care and treatment were comparable to other practices both nationally and in the same area.
• 96% of patients described the overall experience of this GP practice as good compared with the CCG average of 91% and the national average of 85% and added there was continuity of care, with urgent appointments available the same day.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
• The practice had good facilities and was well equipped to treat patients and meet their needs. The practice was clean, tidy and hygienic. We found that suitable arrangements were in place ensuring cleanliness of the practice was maintained to a high standard.
• The practice had focussed on issues around equality and diversity. For example, making information accessible to patients with a learning disability or mental health needs, such as an online virtual tour of the practice.
• The practice was run efficiently and was well organised. 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 the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

We saw areas of outstanding practice:

There was a proactive approach to understand the needs of their patients. Examples being:

• A large proportion of the patient population are elderly and the practice works hard to support this group of patients enabling them to embrace new technologies within the practice. This is achieved by offering support to patients who need help with navigating the online functions of the practices website by giving them a step by step handout they devised for patients to take away. Further support is provided by offering one to one ‘guided’ tours of The Waiting Room 2 (website software) where one of their apprentice receptionists will sit with a patient in one of the practice rooms and show them on the computer how to navigate the website to be able to make the most of the online services. This is reflected in that the practice has the highest percentage of users of online services (requesting prescriptions or booking online appointments) in the whole of the NEW Devon CCG (Evidence: NHS Choices).

• The practice had recently won recognition as the highest recruiting practice to a national study in the early detection of arthritis in an early arthritis study. The Practice had been conducting research studies for around five years and was committed to providing its patients with a high standard of care and attention. These studies involved approximatley 600 patients and included diabetes, cancer detection and asthma treatment for children. Clinical trials are research studies in which people help test treatments or approaches to prevention or diagnosis of health conditions to evaluate whether they are safe and effective.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We undertook a comprehensive inspection of Yealm medical centre in Yealmpton on 25 November 2014. Yealm Medical Centre is located at Market Street, Yealmpton Devon PL8 2EA and provides primary medical services to people living in the surrounding villages. The practice provides services to a diverse population and age group.

Our key findings were as follows:

The Yealm Medical Centre operated a weekday service for over 5,400 patients in the Yealmpton area. The practice was responsible for providing primary care, which included access to GPs, minor surgery, family planning, antenatal and postnatal care as well as other clinical services.

Patients who use the practice had access to community staff including district nurses, community psychiatric nurses, health visitors, physiotherapists, counsellors, and midwives.

Patients we spoke to and the comment cards submitted confirmed that patients were happy with the service and the professionalism of the GPs and nurses. The practice was visibly clean and there were effective infection control procedures in place.

We found that staff were well supported and the practice was well led with a clear vision and objectives. Staff had a sound knowledge of safeguarding procedures for children and vulnerable adults.

Care and treatment was being delivered in line with current published best practice. Patient’s individual needs were consistently met in a timely manner.

All the patients we spoke to during our inspection were very complimentary about the service and the manner in which they were cared for. Recruitment, pre-employment checks, induction and appraisal processes were in place. Staff had received training appropriate to their roles and further training needs had been identified and planned.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice