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Inspection Summary

Overall summary & rating


Updated 16 May 2019

At the previous inspection of Firdale Medical Centre on 30 June 2015 the practice was rated as outstanding for providing responsive and well-led services and an overall rating of outstanding was given.

We carried out this announced comprehensive inspection at Firdale Medical Centre on 12 March 2019 as part of our inspection programme.

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 population groups in the effective domain.

We have rated this practice and the population groups as requires improvement for providing responsive services because:

  • The National GP Patient Survey indicated that patient satisfaction was below the England average for getting through to the practice by telephone and below the CCG and England averages for experience of making an appointment and satisfaction with opening times. The provider had not taken action to demonstrate that patient satisfaction with access had improved.

We rated the practice as good for providing safe, effective, caring and well-led services.

We found that:

  • There were clear systems and processes in place to ensure appropriate standards of hygiene and cleanliness were met and that the premises and equipment were safe.
  • Staff knew how to report safety incidents and they were confident they would be acted upon.
  • The practice reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
  • Staff were provided with the training and support required for their roles.
  • Staff dealt with patients with kindness and respect and involved them in decisions about their care.
  • The practice monitored patient access to services. They adjusted access to ensure that it met the needs of patients.
  • The practice organised and delivered services to meet the needs of patients.
  • There was a system in place for investigating and responding to patient feedback.
  • There was a focus on continuous learning and improvement at all levels of the organisation.

The area where the provider must make improvements are:

  • Ensure that patients’ experiences of accessing services are monitored to make sure that improvements have been made.

The areas where the provider should make improvements are:

  • Continue to ensure staff have the information they need about safeguarding concerns when booking appointments for patients.
  • Monitor the revised procedures for the management of uncollected prescriptions and the security of prescriptions.
  • Record all significant events on one record to enable patterns and trends and progress to be more easily identified.
  • Put in place a spreadsheet to monitor safety alerts.
  • Information about support groups to be made available on the practice website.
  • The remit for referrals to the self-employed counsellors to be documented.
  • A written agreement between the counsellor, practice and patient to clearly identify what information is to be recorded, where it is to be stored and who has access to this information.
  • Ensure there is an effective system for managing verbal complaints.

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

Dr Rosie Benneyworth BS BM BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care

Inspection areas


Requires improvement
Checks on specific services

People with long term conditions

Requires improvement

Families, children and young people

Requires improvement

Older people

Requires improvement

Working age people (including those recently retired and students)

Requires improvement

People experiencing poor mental health (including people with dementia)

Requires improvement

People whose circumstances may make them vulnerable

Requires improvement