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Tong Medical Practice Outstanding

Inspection Summary

Overall summary & rating


Updated 31 January 2020

We carried out an inspection of this service due to the length of time since the last inspection. Following our review of the information available to us, including information provided by the practice, we focused our inspection on the following key questions:

  • Effective
  • Well Led

Because of the assurance received from our review of information we carried forward the ratings for the following key questions:

  • Safe : Good
  • Responsive (overall and for all population groups): Outstanding
  • Caring: Outstanding

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

We have rated this practice as Outstanding overall and Outstanding for all population groups.

We found that:

  • The practice provided care in a way that kept patients safe and protected them from avoidable harm. There were clear and effective processes for managing risks, issues and performance.
  • Patients received effective care and treatment that met their needs. The practice understood the specific needs and challenges faced by their population group. They continually reviewed services and outcomes for patients. Workarounds and additional support was in place to encourage patients to attend appointments for screening, immunisations and reviews.
  • The practice had a clear organisational structure and regular documented meetings within the team and with external stakeholders.
  • The practice had an active and engaged patient participation group. We saw that the views of patients, staff and external partners views were sought and acted upon.
  • Staff reported they felt supported by leaders at the practice and each other.

Whilst we found no breaches of regulations, the provider should:

  • Improve the uptake of childhood immunisations at the practice and ensure that the World Health Organisation minimum target of 90% is met.
  • Continue to review and improve the uptake of cancer screening at the practice including breast, bowel and cervical screening.

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

Inspection areas







Updated 11 June 2015

The practice is rated as outstanding for providing caring services. Patients said they were treated with compassion, dignity and respect and they were involved in decisions about their care and treatment. Information to help patients understand the services available was easy to understand. We saw staff treated patients with kindness and respect.

We saw outstanding and innovative services were provided to support people to cope with their care and treatment. The practice had a dedicated member of staff in a patient liaison role. Their role included working with the patient participation group (PPG) and the community interest company (CIC) to improve services for patients. We received a number of very positive comments from patients who told us about this member of staff and their work. They were described as a miracle worker by patients due to their ability to support patients and assist them with their health and social care needs.



Updated 11 June 2015

The practice is rated as outstanding for providing responsive services. It reviewed the needs of its local population and engaged with the NHS England Area Team and Clinical Commissioning Group (CCG) to secure improvements to services where these were identified. The practice had reviewed their appointments systems and made improvements. Patients said they found it easy to make an appointment and urgent appointments were available the same day. The practice had good facilities and was well equipped to treat patients and meet their needs. Information about how to complain was available on the website and easy to understand and evidence showed the practice responded quickly to issues raised. Learning from complaints was shared with staff.

There were outstanding and innovative services in place for the care of patients with mental ill health and for teenagers. One GP used their special interests to improve care for patients with mental ill health and learning disability. This GP provided extended appointments for seriously mentally ill (SMI) patients and acted as resource for other clinicians. They had worked on schemes within the practice to improve the care for people with mental ill health such as provision of behavioural activation therapy and liaison Psychiatry services. Specifically designed services for teenagers had been developed called Tong Teen Choice. This was a drop in service provided at the practice and school for teenagers to discuss any health concerns they may have. This had encouraged teenagers to seek health advice and the practice had been able to support and safeguard children through this service.



Updated 11 June 2015

The practice is rated as good for being well-led. It had a clear vision and strategy. The practice had a strong vison and the staff had clearly defined and well understood roles vison and values were embedded within the culture of the practice. The practice monitored their performance in detail every month and shared the learning with staff to secure improvements. The practice was innovative in their approach to provision of services to improve outcomes for patients. They worked with patients and the local community in a collaborative way to improve services and they were continually looking to improve services using information technology.

Checks on specific services

People with long term conditions


Families, children and young people


Older people


Working age people (including those recently retired and students)


People experiencing poor mental health (including people with dementia)


People whose circumstances may make them vulnerable