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Archived: The Springhead Medical Centre

The provider of this service changed - see old profile

We have not inspected this service yet

Inspection summaries and ratings from previous provider


Overall summary & rating

Outstanding

Updated 13 June 2016

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Springhead Medical Centre on 8 March 2016. Overall the practice is rated as outstanding.

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

  • There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.

  • Risks to patients were assessed and well managed.

  • The practice responded to and was engaged with notable local groups and stakeholders. For example medical advisors to the NHS 111 out of hours service, local care homes and leading on the Clinical Commissioning Group (CCG) Primary Care Blueprint. This Blueprint sets out to seek new ways of working to improve health and care outcome for patients.

  • Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.

  • Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. Discussions with staff and feedback from patients’ demonstrated staff were highly motivated and were inspired to offer care that was kind, caring and supportive and that met the needs of the population.

  • Information about services and how to complain was available and easy to understand.

  • Patients said they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.

  • The practice had good facilities and was well equipped to treat patients and meet their needs.

  • Leadership was reflective at the practice and involved the whole team in a cohesive way, which provided strong and effective decision making around patient care.

  • Although already achieving positive outcomes in a number of areas, the practice team wished to improve their services and the experience of patients. They actively explored ways in which to do this.

  • The provider was aware of and complied with the requirements of the Duty of Candour. This means providers must be open and transparent with service users about their care and treatment, including when it goes wrong.

We saw several areas of outstanding practice including:

  • There was a clear proactive approach to seeking out and embedding new ways of providing care and treatment to improve outcomes for their patients. For example; innovative I.T. systems were used to drive improved patient care. An example of this was the use of risk profiling of patients to identify those most at risk of admission to hospital. This helped the practice reduce the rate of admissions which allowed them to offer more support to patients. There was a reduction in emergency admissions from 92 per 1000 patients in 2013/14 to 67 per 1000 patients in 2015/16.

  • A dedicated patient services manager and other staff had direct responsibility for patients with long term conditions and mental health related conditions. A direct communication route had been made available for efficient and timely access for patients.

  • The PPG were pro-active in the practice and conducted regular monthly patient questionnaires and tailored questions to fit patients need, for example changes to the availability of appointments. They were also directly engaged in the contract and procurement process of a new building to site the practice. Additionally, they were actively involved with the contracted architect in the design; build and layout of the new building.

  • The ‘dementia support team’ provided regular follow-up calls which ensured consistent care and support. Patients were provided with two directly named dementia champions with direct telephone numbers if they or relative/family members needed to talk or ask for advice on health related matters.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Inspection areas

Safe

Good

Updated 13 June 2016

The practice is rated as good for providing safe services.

  • There was an effective system in place for reporting and recording significant events

  • Lessons were shared to make sure action was taken to improve safety in the practice.

  • When there were unintended or unexpected safety incidents, people received reasonable support, truthful information, a verbal and written apology and were told about any actions to improve processes to prevent the same thing happening again.

  • The practice had clearly defined and embedded systems, processes and practices in place to keep people safe and safeguarded from abuse.

  • Risks to patients were assessed and well managed.

Effective

Good

Updated 13 June 2016

The practice is rated as good for providing effective services.

  • Data showed patient outcomes were in-line with the CCG for the locality.

  • Staff assessed needs and delivered care in line with current evidence based guidance.

  • Clinical audits demonstrated quality improvement.

  • Staff had the skills, knowledge and experience to deliver effective care and treatment.

  • There was evidence of appraisals and personal development plans for all staff.

  • Staff worked with multidisciplinary teams to understand and meet the range and complexity of patients’ needs.

Caring

Good

Updated 13 June 2016

The practice is rated as good for providing caring services.

  • Data from the National GP Patient Survey showed patients rated the practice higher than others for several aspects of care.

  • We observed a strong patient-centred culture.

  • Staff were motivated and inspired to offer kind and compassionate care and worked to overcome obstacles to achieving this.

  • Patients said they were treated with compassion, dignity and respect and they were involved in decisions about their care and treatment. For example all carers registered on the system had undertaken a health check and were registered by the practice to receive further support as required with the Carers Association and Age Concern.

  • A dedicated patient services manager and other staff had direct responsibility for patients with long term conditions and mental health related conditions. A direct communication route had been made available for patients to allow them to be supported and cared for at a time to suit them and when they needed them most.

Responsive

Outstanding

Updated 13 June 2016

The practice is rated as outstanding for providing responsive services.

  • The practice worked closely with other organisations and with the local community in planning how services were provided to ensure that they meet patients’ needs. The practice provided support for a local charity that provided care for terminally ill children and they also worked with other organisations for example the NHS Citizens Assembly.

  • The practice implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients and from the patient participation group (PPG). The PPG were positively active and engaged in the practice processes and assisted them in developing on-going changes to their friends and family test (FFT) programme. The FFT was closely monitored by the PPG and they changed questions regularly to meet different patients’ needs and they were recently nominated for an FFT award due to their pro-active involvement in the process.
  • Patients could access appointments and services in a way and at a time that suited them. For example 6.50am appointments were available for patients with working commitments.
  • The practice had good facilities and was well equipped to treat patients and meet their needs.
  • Information about how to complain was available and easy to understand, and the practice responded quickly when issues were raised. Learning from complaints was shared with staff and other stakeholders.

Well-led

Outstanding

Updated 13 June 2016

The practice is rated as outstanding for being well-led.

  • The practice had a clear vision with quality and safety as its top priority. The strategy to deliver this vision had been produced with stakeholders and was regularly reviewed and discussed with staff.

  • High standards were promoted and owned by all practice staff and teams worked together across all roles.

  • Governance and performance management arrangements had been proactively reviewed and took account of current models of best practice. For example

    The PPG conducted their own ‘internal audits’ of the practice environment and buildings. Where issues were raised actions were taken by the practice in a timely manner.

  • The practice carried out succession planning.

  • There was a high level of constructive engagement with staff and a high level of staff satisfaction.

  • The practice gathered feedback from patients using new technology. It had a very active patient participation group which influenced practice development. For example, the PPG were actively and directly engaged in the contract and procurement process of a new building to site the practice. They were also actively involved with the contracted architect in the design; build and layout of the new building.

Checks on specific services

People with long term conditions

Outstanding

Updated 13 June 2016

The practice is rated as outstanding for the care of people with long-term conditions (LTCs).

  • Nursing staff had lead roles in chronic disease management and patients at risk of hospital admission were identified as a priority.

  • Nationally reported data for 2014/2015 showed that outcomes for patients with long term conditions were good. However, performance for diabetes related indicators was 88.3%, which was comparable to the CCG average of 89% and comparable to the national average of 89.2%.

  • Longer appointments and home visits were available when needed.

  • All these patients had a named GP and a structured annual review to check that their health and medicines needs were being met. For those people with the most complex needs, the named GP worked with relevant health and care professionals to deliver a multidisciplinary package of care.

  • A dedicated patient services manager and other staff had direct responsibility for patients with long term conditions and mental health related conditions. A direct communication route had been made available for efficient and timely access for patients.

Families, children and young people

Outstanding

Updated 13 June 2016

The practice is rated as outstanding for the care of families, children and young people.

  • There were systems in place to identify and follow up children living in disadvantaged circumstances and who were at risk. For example, children and young people who had a high number of A&E attendances. Immunisation rates were relatively high for all standard childhood immunisations.

  • Nationally reported data from 2014/2015 showed patients diagnosed with asthma, on the register, who had an asthma review in the last 12 months was 72.7%, which was comparable to the CCG average of 75.8% and comparable to the national average of 75%.

  • Patients told us that children and young people were treated in an age-appropriate way and were recognised as individuals, and we saw evidence to confirm this.

  • Nationally reported data from 2014/2015 showed the practice’s uptake for the cervical screening programme was 83.1%, which was comparable to the CCG average of 81.8% and comparable to the national average of 81.8%.

  • Appointments were available outside of school hours and the premises were suitable for children and babies.

Older people

Outstanding

Updated 13 June 2016

The practice is rated as outstanding for the care of older people.

  • The practice offered proactive, personalised care to meet the needs of the older people in its population.

  • The practice was responsive to the needs of older people, and offered home visits and urgent appointments for those with enhanced needs.

  • For those patients with the most complex needs, the practice worked with relevant health and care professionals to deliver a multidisciplinary package of care.

Working age people (including those recently retired and students)

Outstanding

Updated 13 June 2016

The practice is rated as outstanding for the care of working-age people (including those recently retired and students).

  • The needs of the working age population, those recently retired and students had been identified and the practice had adjusted the services it offered to ensure these were accessible, flexible and offered continuity of care.

  • The practice was proactive in offering online services as well as a full range of health promotion and screening that reflected the needs for this age group.

  • The practice provided daily 6.50am appointments and late appointments till 7.30pm Wednesday and Thursday to accommodate working age people.

People experiencing poor mental health (including people with dementia)

Outstanding

Updated 13 June 2016

The practice is rated as outstanding for the care of people experiencing poor mental health (including people with dementia).

  • Nationally reported data from 2014/2015 showed 86.8% of people diagnosed with dementia had their care reviewed in a face to face meeting in the last 12 months. This was comparable to the CCG average of 85.5% and comparable to the national average of 84%.

  • Nationally reported data from 2014/2015 showed the percentage of patients with schizophrenia, bipolar affective disorder and other psychoses who had a comprehensive care plan documented in their record, in the preceding 12 months was 92.2%. This was comparable to the CCG average of 88.2% and comparable to the national average of 88.3%.  

  • The practice regularly worked with multi-disciplinary teams in the case management of people experiencing poor mental health, including those with dementia.

  • The practice was an outlier for patients with schizophrenia, bipolar affective disorder and other psychoses and they had improved the support performance from 50.9% (March 2014) to 98.9% (March 2015).

  • The practice had told patients experiencing poor mental health about how to access various support groups and voluntary organisations.

  • It had a system in place to follow up patients who had attended accident and emergency where they may have been experiencing poor mental health.

  • Staff had a good understanding of how to support people with mental health needs and dementia. The practice had a system using an electronic tool that quickly screens and identified patients who may have dementia related conditions. This allowed the practice to efficiently monitor and sign-post patient to appropriate clinics.

  • The patient services manager in the practice was part of a ‘dementia support team’ and two trained ‘dementia champions’ were responsible for providing direct care and support to patients with dementia and mental health related conditions.

  • Care home staff we spoke with felt well supported and welcomed the direct support from GPs.

People whose circumstances may make them vulnerable

Outstanding

Updated 13 June 2016

The practice is rated as outstanding for the care of people whose circumstances may make them vulnerable.

  • The practice held a register of patients living in vulnerable circumstances including homeless people, travellers and those with a learning disability.

  • It offered longer appointments for people with a learning disability.

  • The practice regularly worked with multi-disciplinary teams in the case management of vulnerable people.

  • It had told vulnerable patients about how to access various support groups and voluntary organisations.

  • Staff knew how to recognise signs of abuse in vulnerable adults and children. Staff were aware of their responsibilities regarding information sharing, documentation of safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours.