Archived: Lister Medical Centre

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Lister Medical Centre on 08 October 2015. Overall the practice is rated as good. Specifically we found the practice to be good for providing effective, caring, responsive and well-led services. The practice required improvement for providing safe services.

Our key findings across all the areas we inspected were as follows:

• A system was in place to analyse and investigate reported incidents and cascade improvements to staff through team meetings. Staff were aware of the systems to follow.
• Staff acting as chaperones had received training and understood where to stand when observing a consultation.
• Recruitment procedures were robust and ensured that staff were suitably qualified and experienced before working at the practice. New staff underwent an induction process.
• Staff received appraisal and supervision and their training and development needs were being met. All staff had been appropriately trained.
• Staff had received training in medical emergencies and emergency medicines and equipment was readily accessible.
• Clinical staff undertook effective patient consultations and followed published guidance. Staff monitored and improved outcomes for their patients and achieved their performance objectives.
• Each GP had their own patients list to provide continuity of care for their patients.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Changes to the appointment system were being implemented to improve the satisfaction and experience of patients.
• The system for handling complaints was effective and there was clinical oversight of issues raised by patients.
• The practice had a clear vision and objectives and staff roles and responsibilities were linked to achieving them. Staff meetings took place regularly and they were kept informed of issues affecting the practice.
• There was an active Patient Participation Group (PPG) which worked pro-actively with the practice to identify areas for improvement. The practice sought feedback from patients and staff and implemented changes to improve the services provided.
• There were high levels of staff satisfaction and all staff worked as part of a cohesive unit. High standards were promoted and owned by practice staff with evidence of team working across all roles.
• There was visible leadership displayed at the practice by the GP partners and management team. They were supportive and encouraged staff development with an ethos of continuous improvement.

However there was an area of practice where the provider must make improvements:

• Ensure a risk assessment is in place and / or a Disclosure and Barring Service (DBS) check has been received before any member of staff can undertake chaperone duties.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice