25 August 2016
During a routine inspection
Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Lechlade Medical Centre on 25 August 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 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.
- 93% of patients said they would recommend their GP practice to someone who has just moved to the local area, compared with the clinical commissioning group (CCG) average of 84% and national average of 79%.
- 96% of patients found it easy to get through to the practice by telephone compared with the clinical commissioning group (CCG) average of 83% and national average of 73%.
- 99% of patients were able to get an appointment to see or speak to someone the last time they tried compared with the CCG average of 84% and national average of 76%.
- The patient participation group (PPG) were well engaged and represented across all age groups, and across a diverse range of professional backgrounds. The PPG suggestions for changes to the practice management team had been acted upon and as well as this, the group had raised awareness about patient services. For example, PPG members met with a social prescriber and set up a social prescribing sub-group. Information about social prescribing is now available on the information screen in the waiting room, and on the practice website.
- 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.
- When there were unintended or unexpected safety incidents, patients received reasonable support, truthful information, a verbal and written apology and were told about any actions to improve processes to prevent the same thing happening again.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice