10 January 2018
During a routine inspection
Letter from the Chief Inspector of General Practice
This practice is rated as requires improvement overall. The practice has not been inspected previously.
The key questions are rated as:
Are services safe? – Requires improvement
Are services effective? – Good
Are services caring? – Good
Are services responsive? – Requires improvement
Are services well-led? – Good
As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:
Older People – Requires improvement
People with long-term conditions – Requires improvement
Families, children and young people – Requires improvement
Working age people (including those recently retired and students – Requires improvement
People whose circumstances may make them vulnerable – Requires improvement
People experiencing poor mental health (including people with dementia) - Requires improvement
This is because the areas of safe and responsive require improvement which affect all population groups.
We carried out an announced comprehensive inspection at Market Quarter Medical Practice on 10 January 2018 as part of our inspection programme.
At this inspection we found:
- The practice demonstrated that they had managed risk so that safety incidents were less likely to happen. We saw that when incidents did happen, the practice discussed these at clinical meetings and learned from them and improved their processes as a result. We noted that significant events had been investigated and learning had taken place.
- The practice had appropriate recruitment procedure in place. However, we noted that some records did not contain all the information required to demonstrate this had been followed and whilst the practice assured us that this had been obtained they were unable to provide evidence of this.
- The practice routinely reviewed the effectiveness and appropriateness of the care it provided. We saw evidence that care and treatment was delivered according to evidence-based guidelines.
- Patients reported that staff involved them in decisions about their care and that they were treated with compassion, kindness, dignity and respect. The patient participation group reported that the practice engaged well and responded to suggestions made by the group.
- The practice operated a triage list for patients who needed a consultation on the same day. This was in addition to on the day and pre-bookable appointments.
- There was a strong focus on continuous learning and improvement at all levels and a commitment to teaching and staff development. The practice was a teaching practice and had up to four GP registrars at any one time whom they supported.
The areas where the provider must make improvements are:
- Ensure specified information is available regarding each person employed.
The areas where the provider should make improvements are:
- Ensure complaints are a standard agenda item at meetings to ensure shared learning.
- Routinely offer health checks to all carers.
- Record any actions taken when a child on the risk register does not attend a hospital appointment.
- Continue to monitor the uptake of cervical screening.
- Continue to improve telephone and appointment access and monitor patient satisfaction regarding these areas.
Professor Steve Field CBE FRCP FF PH FRCGP
Chief Inspector of General Practice