- GP practice
City Square Medical Group
Report from 30 April 2024 assessment
Contents
Ratings
Our view of the service
We carried out an announced assessment of City Square Medical Group Centre from the 15 May to 4 June 2024. We carried out this assessment to follow up the breaches of regulation 12 (safe care and treatment) and 17 (good governance), found in the previous inspection carried out from May to July 2023 where the practice was rated inadequate overall and in the key questions safe, effective, and well led. This assessment reviews the key questions for safe, effective, and well led. A further assessment is planned for the review of the key questions caring and responsive. During the assessment we found that: The leaders had implemented new systems, practices, and processes to keep people safe. The practice had systems in place to manage risks to patient safety. The practice had an effective system in place to ensure the appropriate and safe use of medicines. The practice learned from significant events. The leaders had improved the environment. Patients were regularly assessed, and care and treatment were delivered in line with current legislation and evidence-based guidelines. The leaders monitored patients care and outcomes monthly to ensure they were met. Following the previous inspections leaders changed the governance at the practice and introduced a safety and quality and partner meetings, which had implemented and reviewed the improvement plan and risk register, monitored performance and managed risk. The leaders had worked with staff to develop a shared direction and culture. However, prior to the assessment the leaders had not identified a number of outstanding tasks in the patient record system, once identified they immediately responded. Although the leaders were trying to recruit new staff, staff told us there were not enough reception staff to enable ease of access, this will be assessed at a further assessment. Due to the improvements, we have found during this assessment we have removed the practice from special measures.
People's experience of this service
The national GP patient survey carried out from January to March 2023 had 115 responses. This found 82% of patients stated the healthcare professional was good at listening to them, 75% of patients stated the healthcare professional was good at treating the patient with care and concern, and 82% of patients stated they were involved as much as they wanted to be in decisions about their care and treatment. In addition, 88% of patients had confidence and trust in the health care professional they saw or spoke to and 87% stated their needs were met. When asked about accessing the practice, 51% stated their experience of making an appointment was very or fairly good. The practice submitted their friends and family test responses from July 2023 to present time, out of 487 patient’s responses 431 stated their experience of the practice was either very good or good CQC did not speak to patients on the days of the assessment. CQC have received 18 complaints from July 2023 to February 2024, 4 were regarding the staff’s attitude, 2 were regarding pathways and 6 were regarding access to the practice. The practice provided a list of their complaints from patients from November 2023 to April 2024, there were 15 complaints that covered a range of concerns, such as care and treatment, access, medicines, and response to online consultations.