The Care Quality Commission
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Archived: Highlands Health Centre

Overall: Good read more about inspection ratings

Fore Street, Ivybridge, Devon, PL21 9AE (01752) 897111

Provided and run by:
Highlands Health Centre

All Inspections

30 April 2018

During an inspection looking at part of the service

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Highlands Health Centre on 25 July 2017. The overall rating for the practice was Good. However, we identified that the practice required improvements in the effective domain.

The full comprehensive report on the July 2017 inspection can be found by selecting the ‘all reports’ link for Highlands Health Centre on our website at www.cqc.org.uk.

This inspection was an announced focused inspection carried out on 30 April 2018 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 25 July 2017. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

At our previous inspection on 25 July 2017, we identified an area in the effective domain where the practice “Must” make improvements. During the inspection we found that the practice needed to improve its monitoring of patients with long term conditions.

At our latest inspection on 30 April 2018 we found that the practice had implemented their action plan and made the required improvements to this area.

The practice is now rated as Good in all domains including the effective domain, and remains rated as Good overall.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

25 July 2017

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Highlands Health Centre on 25 July 2017. 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 a system in place for reporting and recording significant events.
  • The practice had clearly defined and embedded systems to minimise risks to patient safety.
  • Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
  • Results from the national GP patient survey showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
  • Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
  • Patients we spoke with said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments 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 the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.
  • The practice supported bereaved families through the provision of personalised cards six weeks following bereavement and again after one year.
  • One GP at the practice was a specialist methadone prescriber and supported a small group of local patients with drug addiction.
  • The practice identified military veterans in line with the Armed Forces Covenant 2014. This enabled priority access to secondary care to be provided to those patients with conditions arising from their service to their country.

We identified areas of outstanding practice:

GPs at the practice were the first nationally to introduce the “Emotional Logic” cognitive behaviour talking therapy which has attracted positive feedback from 160 patients who have accessed it since its inception 12 months ago.

GPs provided near patient testing for women with a potential vaginal infections so they could access necessary treatment immediately instead of waiting 48 hours for the result of test swabs.

Importantly, we identified an area where the practice must make improvements;

The provider must ensure that the monitoring of patients registered with hypertension, diabetes and COPD (chronic pulmonary respiratory disorders) received regular health checks including blood pressure checks where appropriate.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

23 October 2014

During a routine inspection

Letter from the Chief Inspector of General Practice

We undertook a comprehensive inspection of Highlands Health centre in Ivybridge on 23 October 2014. Highlands Health Centre is located at Fore Street, Ivybridge, Devon PL21 9AE and provides primary medical services to people living in the Ivybridge area and surrounding villages. The practice provides services to a diverse population and age group.

Our key findings were as follows:

The Highlands Health Centre operated a weekday service for over 3,770 patients in the Ivybridge area. The practice was responsible for providing primary care, which included access to GPs, minor surgery, family planning, ante and post natal care as well as other clinical services.

Patients who use the practice had access to community staff including district nurses, community psychiatric nurses, health visitors, physiotherapists, counsellors, and midwives. The practice had arranged for other clinics, such as bone density measuring, to be held at the practice.

Patients we spoke to and the comment cards we looked at confirmed that people were happy with the service and the professionalism of the GPs and nurses. The practice was visibly clean and there were effective infection control procedures in place.

We found that staff were well supported and the practice was well led with a clear vision and objectives. Staff had a sound knowledge of safeguarding procedures for children and vulnerable adults.

Care and treatment was being delivered in line with current published best practice. Patients’ needs were consistently met in a timely manner.

All the patients we spoke to during our inspection were very complimentary about the service and the manner in which they were cared for. Recruitment, pre-employment checks, induction and appraisal processes were in place. Staff had received training appropriate to their roles and further training needs had been identified and planned.

There was an open culture within the organisation and a clear complaints policy.

We saw several areas of outstanding practice including:

The practice has arranged for screening services such as ultra sound and testing for bone density to come to the practice so patients do not have to travel to the hospital.

Patients that have been bereaved receive a telephone call from the GP after six weeks and subsequently a card reminding them of the support available, on the first anniversary of the death of a loved one.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice