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Queen Camel Medical Centre Good

Inspection Summary


Overall summary & rating

Good

Updated 13 December 2019

We carried out an inspection of this service due to the length of time since the last inspection. Following our review of the information available to us, including information provided by the practice, we focused our inspection on the following key questions:

This inspection looked at the following key questions:

  • Safe
  • Effective
  • Caring
  • Responsive
  • Well Led

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

We found that:

  • The practice provided care in a way that kept patients safe and protected them from avoidable harm.
  • Patients received effective care and treatment that met their needs.
  • The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.
  • The way the practice was led and managed promoted the delivery of high-quality, person-centre care.
  • Staff treated patients with kindness and respect and involved them in decisions about their care. The practice ethos was to provide an accessible and approachable patient-orientated service.
  • The way the practice was led and managed promoted the delivery of high-quality, person-centre care. Leaders had the capacity and skills to deliver high-quality, sustainable care.
  • Feedback from patients who used the service, those close to them and external stakeholders was positive about the way staff cared for patients.
  • Staff told us they felt supported and engaged with managers and there was a strong focus on continuous learning and improvement at all levels of the organisation
  • The practice had employed two health coaches, GPs and nurses could refer patients directly into this service. The health coaches supported people at home and offered self- care techniques to patients and their families. Through this service the practice has also been able to offer a befriending scheme and other social activities.
  • The practice had a text service for teenage patients allowing them priority access to appointments via text messages to the practice. The service was provided in response to teenage patients saying it was their preferred method of communication.
  • Practice GPs provided a weekly clinic during term time at a local preparatory school with 120 boarders.
  • The practice had acted on areas in the last inspection where we felt improvements should be made, these were:

  • A review of the fire evacuation procedure had been completed and there were clear roles and responsibilities for staff.
  • A robust audit trail and procedure was in place for medicines that were taken to other collection points.
  • There was now a clear complaints process being maintained.

We noted areas of outstanding practice:

  • There was a proactive approach to understanding the needs of different groups of patients. The practice had a text service for teenage patients allowing them priority access to appointments via text messages to the practice. The service was provided in response to teenage patient feedback saying it was their preferred method of communication. Practice GPs provided a weekly clinic during term time at a local preparatory school with 120 boarders.
  • Feedback from patients who used the service was continually positive about the way staff treated them and how they were listened to. An example of this is in the GP patient survey results (from 01/01/2019 to 31/03/2019) the practice achieved 100% compared to the local average of 96.9% for patients having confidence and trust in the healthcare professional they saw or spoke to within the practice.
  • The practice has employed two health coaches who have introduced initiatives such as a pre-diabetes prevention programme (patients are identified and offered education to support a healthier lifestyle), flexercise (an exercise group for patents who require chair-based exercise) health walks and a befriending scheme.

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 areas

Safe

Good

Effective

Good

Caring

Good

Responsive

Good

Well-led

Good
Checks on specific services

People with long term conditions

Good

Families, children and young people

Good

Older people

Good

Working age people (including those recently retired and students)

Good

People experiencing poor mental health (including people with dementia)

Good

People whose circumstances may make them vulnerable

Good