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Hendford Lodge Medical Centre Good


Inspection carried out on 30 Oct to 30 Oct 2019

During an inspection looking at part of the service

We have rated this practice as good overall and good for all population groups.

The key questions are rated as:

Are services effective? Good

Are services well-led? Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Requires improvement.

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) – Good

We rated the population group working age people as requires improvement due to the verified data for cervical smears showing below the national Public Health England target.

We carried out an announced focused inspection at Hendford Lodge Medical Centre on 30 October 2019. We carried out an inspection of this service following our annual review of the information available to us including information provided by the practice. Our review indicated that there may have been a change to the quality of care provided since the last inspection.

This inspection focused on the following key questions: Effective and well-led.

Because of the assurance received from our review of information we carried forward the ratings for the following key questions: Safe, caring and responsive.

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected

• information from our ongoing monitoring of data about services and

• information from the provider, patients, the public and other organisations.

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We found that:

  • The practice had systems and processes in place for managing risks, issues and performance.
  • Patients received effective care and treatment that met their needs.
  • Staff dealt with patients with kindness and respect and involved them in decisions about their care.
  • The practice listened to staff and patients, acting on issues to improve the service.
  • The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

Whilst we found no breaches of regulations, the provider should:

  • Review and improve uptake rates for cervical smear screening.
  • Complete annual appraisals for all staff in line with practice policy.
  • Continue to implement measures to improve patient access via the telephone and access to appointments.
  • Improve the recording of quality measurement outcomes for patients with long-term conditions.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Inspection carried out on 11 November 2014

During a routine inspection

Letter from the Chief Inspector of General Practice

Hendford Lodge Medical Centre was inspected on Tuesday 11 November 2014. This was a comprehensive inspection.

Hendford Lodge Medical Centre provides primary medical services to people living in the town of Yeovil, Somerset. The practice provides services to a mixed population group and is situated near the town centre.

Hendford Lodge Medical Centre also has a branch in Abbey Manor, Yeovil. The two practices were run by the same management group and owned by the same company Diamond Health Care.

At the time of our inspection there were 11,639 patients registered at Hendford Lodge with a team of 10 GPs, two trainee GPs, a practice manager, seven nurses, six health care assistants and approximately 24 administrative staff. GP partners held managerial and financial responsibility for running the business.

Patients who use the practice have access to community staff including district nurses, community psychiatric nurses, health visitors, physiotherapists, mental health staff, counsellors, chiropodist and midwives. The practice also runs specialist orthopaedic services and a leg ulcer service.

We rated this practice as good.

Our key findings were as follows:

Patient feedback about care and treatment was positive. The practice had a patient centred culture. Practice staff were well trained and experienced. Staff provided compassionate care to their patients. External stakeholders were positive about the practice.

Hendford Lodge Medical Centre was well organised, clean and tidy. The practice had well maintained facilities and was well equipped to treat patients. There were effective infection control procedures in place. Patients experienced relatively easy access to appointments at the practice. Patients had a named GP which improved their continuity of care.

The practice had a clear leadership structure in place and was well led. Systems were in place to monitor quality of care and to identify risk and manage emergencies.

Patients’ needs were assessed and care planned and delivered in line with current legislation. This includes assessment of the patient’s capacity to make informed choices about their care and treatment, and the promotion of good health.

Recruitment, pre-employment checks, induction and appraisal processes were robust. Staff had received appropriate training for their roles and additional training needs had been identified and planned.

Information about the practice provided evidence that the practice performed comparatively with other practices within the clinical commissioning group (CCG) area.

Patients told us that they felt safe with the practice staff and confident in clinical decisions made. There were safeguarding procedures in place. Significant events, complaints and incidents were investigated. Improvements made following these events had been discussed and communicated with staff.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice