The Coggeshall Surgery

We carried out an inspection of this service following our annual review of the information available to us including information provided by the practice. Our review indicated that there may have been a significant change to the quality of care provided since the last inspection.

This inspection focused on the following key questions:

Are services at this location safe?

Are services at this location effective?

Are services at this location caring?

Are services at this location responsive?

Are services at this location well-led?

At the last inspection in August 2015 we rated the practice as good overall for services.

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.
• information from the provider, patients, the public and other organisations.

We have rated this practice as outstanding overall.

We rated the practice as outstanding for providing effective services because:

• Patients received a truly holistic approach to assessing, planning and delivering care and treatment that met their needs.
• Staff were consistent in supporting people to live healthier lives through a targeted and proactive approach. Every contact with people was used to prevent ill-health and promote health.

We rated the practice as outstanding for providing caring services because:

• Feedback from patients was consistently positive and was higher than local and national averages.
• There was a strong person-centred culture.

We rated the practice as outstanding for providing responsive services because:

• Services were tailored to meet the needs of individual patients. They were delivered in a flexible way that ensured choice and continuity of care.
• There were innovative approaches to providing integrated person-centred care.
• The practice had identified areas where there were gaps in provision locally and had taken steps to address them.

We rated the practice as outstanding for providing well-led services because:

• The culture of the practice and the way it was led and managed drove the delivery and improvement of high-quality, person-centred care.

These outstanding areas applied to all population groups and so we rated all population groups as outstanding.

We also rated the practice as good for providing safe services because:

• The practice provided care in a way that kept patients safe and protected them from avoidable harm.

We saw several areas of outstanding practice including:

• The practice had a culture that tailored their services to meet the needs of people on an individual basis. They ensured flexibility, and patient centred care telling us, ‘it’s all about the patient’ and involved them in choices and decisions about their care and treatment.
• Clinical and non-clinical audit had driven their philosophy to monitor and investigate every aspect of the service they delivered. This ranged from service administration, through to patient satisfaction, compliments, comments, and best practice clinical guidance. Audits were run regularly and discussed with management and clinicians to monitor trends.
• Clinical data has remained consistently high over a number of years, reflective high quality care for their patients. This was achieved through a whole practice approach to managing patients and their health conditions across all population groups.
• Patients interviewed were able to describe a number of instances where they felt staff members had gone above and beyond their duty of care to support them. This was reflected in the many extremely positive comments seen on the comment cards we left, and the comments on the NHS choices website giving them the highest rating of five stars.
• Actions, improvements and changes were seen as a continual work ethos to improve and develop the service.
• Staff we spoke with understood the vision and values promoted by the practice leaders and could describe how they were proud to be involved.

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

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care