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Tamworth House Medical Centre Good

Reports


Review carried out on 13 February 2020

During an annual regulatory review

We reviewed the information available to us about Tamworth House Medical Centre on 13 February 2020. We did not find evidence of significant changes to the quality of service being provided since the last inspection. As a result, we decided not to inspect the surgery at this time. We will continue to monitor this information about this service throughout the year and may inspect the surgery when we see evidence of potential changes.

Inspection carried out on 9 June 2017

During an inspection to make sure that the improvements required had been made

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr’s Hollier, Williams, Wong and La Porta on 4 October 2016. The practice was rated good overall and requires improvement for safe. The full comprehensive report on the Month Year inspection can be found by selecting the ‘all reports’ link for Dr’s Hollier, Williams, Wong and La Porta on our website at www.cqc.org.uk.

This inspection was an announced desk-based review carried out on 9 June 2017 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection on 4 October 2016. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

At our previous inspection undertaken on 4 October 2016, we rated the practice as requires improvement for providing safe services as:

  • There were not effective processes in place to monitor the expiry date of emergency medical equipment.

  • There were not adequate processes in place to identify and mitigate against risks associated with fire and infection control.

  • The practice did not have valid Patient Group Directions in place to enable the practice nursing staff to administer medicines.

In addition to the breaches in regulation we suggested that the practice should take action to:

  • Ensure that all complaint responses adhere to current legislation and guidance.

  • Review vaccine storage procedures.

  • Put systems in place to store patient safety alerts and document the actions taken in response to safety alerts.

  • Continue with strategies to encourage uptake of health reviews to reduce the practice’s exception reporting rate in areas where this is significantly higher than local and national averages.

  • Take steps to improve the management of confidentiality in the practice reception area.

  • Continue to work on improving patient satisfaction with telephone access and access to routine appointments.

The practice is now rated as good for the key question: Are services safe?

Our key findings were as follows:

  • The practice had implemented a system to check the expiry of emergency medical equipment and checks were being undertaken on a regular basis.

  • The practice had taken the necessary steps to ensure that risks associated with infection control had been addressed, there were system in place to record and monitor the immunity status of clinical staff to common communicable diseases and there was a contract in place to reupholster the chairs in the reception area.

  • Systems were in place to check Patient Group Directions (PGDs) to ensure that they were valid.

We also saw evidence the practice had:

  • The practice now included the contact information for external organisations where complaints could be escalated to in accordance with current legislation and guidance.

  • The practice had a new system in place to centrally store all patient safety alerts on one of their IT systems. We saw screen prints from this system which showed the date of action taken in response to a recent alert regarding faulty defibrillators.

  • The practice were in discussions with an organisation to upgrade the telephone systems and were actively promoting online access The practice told us that from 1st January to 31st March 2017, practice registrations for online access increased from 5.2% to 19.4%.

The practice should:

  • Consider the risks to non-clinical staff from common communicable diseases and take action to mitigate any risks identified.

  • Continue with strategies to encourage uptake of health reviews to reduce the practice’s exception reporting rate in areas where this is significantly higher than local and national averages.

  • Continue to work on improving patient satisfaction with telephone access and access to routine appointments.

  • Review vaccine storage procedures.

  • Take steps to improve the management of confidentiality in the practice reception area.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Inspection carried out on 4 October 2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Drs’ Hollier, Williams, Wong and La Porta (Tamworth House Medical Centre) on 4 October 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.
  • Most risks to patients were assessed and well managed; however, insufficient attention had been paid to infection control and fire safety and we found that some emergency equipment had expired.
  • The practice nurse did not have valid legal paperwork in place to enable her to administer medicines.
  • Staff assessed patients’ needs and delivered care in line with current evidence based guidance; however, we noted that the practice had higher than average exception reporting rates compared to local and national averages in a number of areas. 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; however, some patients told us that confidentiality was not always well managed in the reception area.
  • 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.
  • Some patients said they found it easy to make an appointment with a named GP and there was continuity of care. Other patients told us that it was sometimes difficult to access routine appointments and that they had difficulty in contacting the practice by telephone. Urgent appointments were 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 must make improvements are:

  • Ensure that there are effective processes in place to monitor the expiry date of all emergency medical equipment.

  • Ensure that adequate processes are in place to identify and mitigate against risks associated with fire and infection control.

  • Ensure that valid Patient Group Directions are in place to enable the practice nurse to administer medicines.

The areas where the provider should make improvement are:

  • Ensure that all complaint responses adhere to current legislation and guidance.

  • Review vaccine storage procedures.

  • Put systems in place to store patient safety alerts and document the actions taken in response to safety alerts.

  • Continue with strategies to encourage uptake of health reviews to reduce the practice’s exception reporting rate in areas where this is significantly higher than local and national averages.

  • Take steps to improve the management of confidentiality in the practice reception area.

  • Continue to work on improving patient satisfaction with telephone access and access to routine appointments.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice