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Mayflower Medical Centre Good

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Inspection Summary


Overall summary & rating

Good

Updated 9 July 2015

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Mayflower Medical Centre on 17 June 2015. Overall the practice is rated as good.

Specifically, we found the practice to be good for providing safe, caring, well-led, effective and responsive services. It was also good for providing services for older people, people with long term conditions, families, children and young people, working aged people (including those recently retired and students), people whose circumstances make them vulnerable and people with mental health (including people with dementia).

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

  • Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Improvements were needed in how safety alerts and significant events were acted on and monitored.
  • Patients’ needs were assessed and care was planned and delivered following best practice guidance and referrals to secondary care services were made in a timely way.
  • Patients said they were treated with empathy, compassion, dignity and respect. They said that they were listened to and involved in making decisions about their care and treatment.
  • Information about services and how to complain was available and easy to understand. Improvements were needed in the way that complaints were responded to.
  • Appointments were flexible to meet the needs of all population groups.
  • The practice had good facilities and was well equipped to treat patients and meet their needs.
  • There was a clear leadership structure and staff were supported by management. The practice sought feedback from staff and patients.

However there were areas of practice where the provider needs to make improvements.

Importantly the provider should:

  • Review the systems dealing with and acting on safety alerts and significant events to improve patient safety.
  • Ensure that staff who undertake chaperone duties complete training regarding these duties.
  • Review policies and procedures around handling and storing vaccines and blank prescription pads.
  • Ensure that all complaints are responded to in line with practice policies and procedures.
  • Ensure that policies and procedures are reviewed so that they reflect accurately the day-to-day management of the practice.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Inspection areas

Safe

Good

Updated 9 July 2015

The practice is rated as good for providing safe services. Staff were employed in appropriate numbers and trained to treat patients safely. The practice was clean and fully equipped to treat patients in a safe environment. Improvements were required to ensure that safety alerts and serious significant incidents were managed and acted on consistently. Improvements were also required in how medicines were managed within the practice.

Effective

Good

Updated 9 July 2015

The practice is rated as good for providing effective services. Data made available to us including comparisons to other GP surgeries within the area showed that most patient outcomes similar in relation to assessing and treating patients with long term conditions, vaccination and screening programmes. Treatment was planned and delivered in line with local and national guidance for GP practices. The practice staff worked with multidisciplinary teams including community nurses, health visitors and social workers to improve outcomes for patients and ensure that they received coordinated care and support as needed.

Caring

Good

Updated 9 July 2015

The practice is rated as good for providing caring services. Data from the National GP Survey, Friend and Family Test and NHS Choices showed that patients rated the practice lower than others in the area for several aspects of care. Patients expressed satisfaction for how they were treated by GPs and nurses, their involvement in their care and treatment and being listened to. Patients we spoke with during the inspection said they were treated with dignity and respect and they were involved in decisions about their care and treatment. The practice considered the needs of patients and their families when patients were receiving palliative care and nearing their end of their life and supported families following bereavements.

Responsive

Good

Updated 9 July 2015

The practice is rated as good for providing responsive services. It reviewed the needs of its local population and monitored and changed access to services to meet these needs. The appointments system was flexible and extended hours were available on Tuesday evenings and early Wednesday mornings. Walk-in services were available each day whereby patients could be seen by a nurse or GP without an appointment. The practice premises were purpose built and easily accessible to patients including those with physical disabilities or impairment. Improvements were needed in the way in which complaints were responded to.

Well-led

Good

Updated 9 July 2015

The practice is rated as good for being well-led. It had a clear vision and strategy to meet the individual needs of patients taking into consideration the health care needs of the local population. The practice sought and acted on the views of patients and staff to make improvements to the services provided. There was a clear leadership structure and staff felt supported by management. Learning and improvement was promoted through a system of audits and reviews.

Checks on specific services

People with long term conditions

Good

Updated 9 July 2015

This practice is rated as good for the care of people with long term conditions. The practice had effective arrangements for making sure that people with long term conditions had regular health and medication reviews. The practice offered a number of clinics including clinics for diabetes, asthma, COPD, heart disease, peripheral vascular disease and some recurrent eye conditions. Appointments were offered during surgery times, on some Saturday mornings and Tuesday evenings

. When patients required referral to specialist services, including secondary care, patients were offered a choice of services, locations and dates. These referrals were made in a timely way and monitored to ensure that patients received the treatments they needed.

Families, children and young people

Good

Updated 9 July 2015

The practice is rated as good for the population group of families, children and young people. Appointments were flexible and walk-in services were available each day. Ante-natal and post-natal checks were available. The practice monitored the physical and developmental progress of babies and young children and weekly drop in sessions were held at the practice with the health visitor. Appointments for children were made available outside of school hours wherever possible. There were arrangements for identifying and monitoring children who were at risk of abuse or neglect.

There was information available to inform mothers about all childhood immunisations, what they are, and at what age the child should have them as well as other checks for new-born babies. Staff proactively followed up patients who failed to attend appointments for routine immunisation and vaccination programmes. Information and advice on sexual health and contraception was provided during GP and nurse appointments.

Older people

Good

Updated 9 July 2015

This practice is rated as good for the care of older people. Patients over the age of 75 years had a named accountable GP who was responsible for their care and treatment and a full range of screening and vaccinations were available. The practice identified patients who were at risk of avoidable unplanned hospital admissions and planned care in conjunction with other health and social professionals to prevent unplanned admissions. Regular multidisciplinary team meetings were held with other health and social care professionals to support patients and ensure that they received coordinated care and treatment.

Home visits and medicines dispensing services were provided based upon patient’s circumstances and needs.

Working age people (including those recently retired and students)

Good

Updated 9 July 2015

The practice is rated as good for the population group of working-age people (including those recently retired and students). Appointments were flexible with telephone consultations, pre-booked appointments and a daily walk-in service. Extended hours were available with evening appointments on Tuesdays and evening appointments on Wednesdays. NHS health checks for patients aged between 40 and 75 years were available and promoted within the practice and on their website. Nurse led clinics were provided for well patient health checks.

People experiencing poor mental health (including people with dementia)

Good

Updated 9 July 2015

The practice is rated as good for the population group of people experiencing poor mental health (including people with dementia). People experiencing poor mental health had received an annual physical health check. The practice regularly worked with multidisciplinary teams to support people experiencing poor mental health including those with dementia. The practice had recently commenced dementia screening services and referrals were made to specialist services as required. The practice had suitable processes for referring patients to appropriate services such as psychiatry and counselling, including The Improving Access to Psychological Therapies (IAPT) and referrals to Child and Adolescent Mental Health Services (CAMHS) as required.

People whose circumstances may make them vulnerable

Good

Updated 9 July 2015

This practice is rated as good for the care of people living in vulnerable circumstances. The practice recognised the needs of people who were vulnerable such as travelling communities and homeless people, those with depression, alcohol or substance misuse issues, people with mental health conditions and those with learning disabilities. The practice worked with the health visiting team to engage with travelling communities and promote health screening and childhood immunisations. Staff were trained and understood their responsibilities to report concerns about the welfare of patients to the appropriate agencies.