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Archived: Glenside Medical Centre Good

Inspection Summary


Overall summary & rating

Good

Updated 18 November 2016

Letter from the Chief Inspector of General Practice

We carried out an inspection of Glenside Medical Practice on the 4 November 2016. This inspection was performed to check on the progress of actions taken following an inspection we made on 8 December 2015. During the December 2015 inspection we identified the practice needed to improve the availability of non-urgent appointments by improving telephone access, in line with patient feedback. Following that inspection the provider sent us an action plan which detailed the steps they would take to improve the patient experience. During our latest inspection on 4 November 2016 we found the provider had made the necessary improvements.

This report covers our findings in relation to the requirements and should be read in conjunction with the report published on 25 February 2016. This can be done by selecting the 'all reports' link for Glenside Medical Centre on our website at www.cqc.org.uk

Our key findings at this inspection were as follows:

  • The practice had improved the availability of non-urgent appointments by improving telephone access in response to patient feedback.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Inspection areas

Safe

Good

Updated 18 November 2016

Effective

Good

Updated 18 November 2016

Caring

Good

Updated 18 November 2016

Responsive

Good

Updated 18 November 2016

The practice is rated as good for providing responsive services.

At our previous inspection in December 2015 we rated the practice as requires improvement for providing responsive services. We found that patients were dissatisfied with the ease of getting through to the practice by telephone and making an appointment.

At our follow-up inspection on 4 November 2016 we looked at areas the practice needed to respond to. Records and information reviewed demonstrated improvements had been made.

Well-led

Good

Updated 18 November 2016

Checks on specific services

People with long term conditions

Good

Updated 25 February 2016

The practice is rated as good for the care of patients with long-term conditions.

Nursing staff had lead roles in chronic disease management and patients at risk of hospital admission were identified as a priority. Longer appointments and home visits were available when needed. All these patients had a named GP and a structured annual review to check that their health and medicine needs were being met. For those patients with the most complex needs, the named GP worked with relevant health and care professionals to deliver a multidisciplinary package of care.

The practice had GPs with special interests including musculoskeletal medicine skills, chronic pain and dermatology. Patients were referred internally to the specific GP and had treatment within the practice, saving them from having to attend an outpatient’s appointment at Derriford Hospital.

Special messages were attached to the computerised patient records that Out of Hours services could see, to ensure consistent care. If a patient was admitted to hospital, the practice sent a written summary to the hospital with details of both the current problem and of past medical history including current medicines and allergies, to help enable consistent and safe of care.

The practice extended hour’s appointments to allow access to working age patients with chronic diseases.

Families, children and young people

Good

Updated 25 February 2016

The practice is rated as good for the care of families, children and younger people.

There were systems in place to identify and follow up children living in disadvantaged circumstances and who were at risk, for example, children and young patients who had a high number of A&E attendances. Immunisation rates were good for all standard childhood immunisations.

Patients told us that children and young patients were treated in an age-appropriate way and were recognised as individuals, and we saw evidence to confirm this.

Appointments were available outside of school hours and the premises were suitable for children and babies. The practice always offered same day GP appointments to children when requested. There were after school appointments with a nurse for children and young patients who need immunisations or asthma reviews.

We saw good examples of joint working with midwives, health visitors and school nurses. A community midwife ran a weekly clinic from the practice.

Extra support was given to the needs of the families of service personnel who had unique needs including social isolation and periods of single parenting.

Older people

Good

Updated 25 February 2016

The practice is rated as good for the care of  older patients.

The practice offered proactive, personalised care to meet the needs of the older patients in its population. It was responsive to the needs of older patients, and offered home visits and urgent appointments for those with enhanced needs. The GPs also undertook twilight visits when required rather than asking patients to use the out of hour’s service, this provided continuity of care.

Every patient had their own named GP, however, patients were able to see the GP of their choosing.

The palliative care register was reviewed weekly at a clinical meeting. There was good relationships with other members of the multi-disciplinary team including district nurses, health visitors and with the pharmacy to ensure elderly/frail patient medicines were well managed.

The practice has level access throughout. There were wheelchairs for patients to use if required.

Working age people (including those recently retired and students)

Good

Updated 25 February 2016

The practice is rated as good for the care of working people (including those recently retired and students).

The needs of the working age population, those recently retired and students had been identified and the practice had adjusted the services it offered to ensure these were accessible, flexible and offered continuity of care.

The practice was proactive in offering online services as well as a full range of health promotion and screening that reflects the needs for this age group.

Appointments were available at 7am on two mornings a week to support those patients who were working.

People experiencing poor mental health (including people with dementia)

Good

Updated 25 February 2016

The practice is rated as good for the care of patients experiencing poor mental health (including patients with dementia).

71.3% of patients diagnosed with dementia had had their care reviewed in a face to face meeting in the last 12 months. For those that refused or did not attend, follow up letters were sent. This recall work was ongoing.

The practice regularly worked with multi-disciplinary teams in the case management of patients experiencing poor mental health, including those with dementia. It carried out advance care planning for patients with dementia.

The practice had told patients experiencing poor mental health about how to access various support groups and voluntary organisations.

It had a system in place to follow up patients who had attended accident and emergency where they may have been experiencing poor mental health.

People whose circumstances may make them vulnerable

Good

Updated 25 February 2016

The practice is rated as good for the care of patients whose circumstances may make them vulnerable.

The practice held a register of patients living in vulnerable circumstances including homeless patients, and those with a learning disability. It offered longer appointments for patients with a learning disability. There was a person centred approach, which ensured patients with communication needs received information in a format that was most appropriate for them. The practice had completed 100% of annual health checks for patients with a learning disability.

The practice regularly worked with multi-disciplinary teams in the case management of vulnerable patients.

It had told vulnerable patients about how to access various support groups and voluntary organisations.

Staff knew how to recognise signs of abuse in vulnerable adults and children. Staff were aware of their responsibilities regarding information sharing, documentation of safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours.