6 November to 7 November 2018
During a routine inspection
This practice is rated as Good overall. (Previous rating July 2015 – Good)
The key questions at this inspection are rated as:
Are services safe? – Good
Are services effective? – Good
Are services caring? – Good
Are services responsive? – Good
Are services well-led? - Good
We carried out an announced comprehensive inspection at Mannamead Surgery on 6 and 7 November 2018.
At this inspection we found:
- The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
- The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
- The GPs had started to hand over the management of long term conditions to the nursing staff 18 months ago. The nursing team were able to prescribe medicines associated with long term conditions. The practice had seen an increase in performance target scores in the last year alongside improved patient outcomes.
- Communication was effective at the practice and was facilitated by a routine programme of daily, weekly and monthly meetings. Communication was open, transparent and included all members of the team.
- Staff involved and treated patients with compassion, kindness, dignity and respect. Patient feedback about care and treatment was consistently positive.
- Patients found the appointment system easy to use and reported that they were able to access care when they needed it. Changes to the appointment system had been made following patient feedback.
- Patients could be referred or self-refer to a pilot scheme which offered a bereavement and listening service provided by the local hospice. Patients could also access a local voluntary service providing social activities to reduce social isolation.
- There was a strong focus on continuous learning and improvement at all levels of the organisation.
- GPs and the leadership team understood the challenges, had reported any concerns to external organisations and were addressing them. For example, gaps in clinical cover due to a reduced GP workforce.
We saw one outstanding area of practice:
The practice staff and the patient participation group had become the first GP practice in Plymouth to become ‘dementia friendly’. Staff had introduced dementia friendly memory boxes and picture books in the waiting rooms to trigger the memory of patients and ensured the practice had dementia friendly signage. Staff and PPG members had been trained to be Dementia champions to increase awareness with all staff.
Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice
Please refer to the detailed report and the evidence tables for further information.