Letter from the Chief Inspector of General Practice
We carried out an announced comprehensive inspection at Conway Medical Centre on 19 November 2014. Overall the practice is rated as good.
Specifically, we found the practice to be good for providing safe well-led, effective, caring and responsive services. It was also good for providing services for older people, people with long term conditions, working age people and those recently retired people in vulnerable circumstance and people experiencing poor mental health. The practice was outstanding for the service it provided to families children and young people.
Our key findings across all the areas we inspected were as follows:
- Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.
- Risks to patients were assessed and well managed.
- Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.
- Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
- Complaints and comments were responded to appropriately.
- Patients said they could make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.
- The practice was properly equipped to treat patients and meet their needs
- There was a clear leadership structure and staff felt supported by management. The practice sought feedback from staff and patients, which it acted on.
We saw one area of outstanding practice:
- The practice had developed considerable expertise in treating young people who were very ill with inherited conditions arising from this community. They provided specific, individually tailored care plans for these young patients that were overseen as part of the multi-disciplinary team arrangements. In addition the practice had participated in a ‘rapid response pathway’ pilot carried out locally that enabled direct access to the Paediatric Assessment Unit of the local hospital trust for children who were acutely ill. This pilot had led to this service being commissioned by the Clinical Commissioning Group for the current year.
However there were areas of practice where the provider needs to make improvements.
Importantly the provider should:
- Carry out an infection control audit and introduce regular checks to monitor the effectiveness of the cleaning contractor’s work.
- Check that its recruitment process produces enough documentary evidence to demonstrate its diligence in recruiting staff who are safe.
- Implement a short-term system to clear the backlog of records waiting to be filed electronically so that information about every patient is up-to-date.
- Update the information it has available about complaints to ensure patients are fully aware of their options for making a complaint.
- Sustain its efforts to set up and maintain an active patient participation group so that patients are able to formally contribute to the development of the practice.
Professor Steve Field (CBE FRCP FFPH FRCGP)
Chief Inspector of General Practice