Archived: Quayside Medical Centre

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Quayside Medical Centre on 25 July 2017. Overall the practice is rated as requires improvement.

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

• There was a system in place for reporting and recording significant events. However we found the recording in minutes was limited so staff would learn little from an event.
• The practice had some systems to minimise risks to patient safety. However we found processes were not in place for the review of all high risk medicines. Immediately following the inspection the practice introduced systems for the review for all high risk medicines.

• Staff were aware of current evidence based guidance.
• Results from the national GP patient survey published in July 2017 showed that patient’s satisfaction with how they could access care and treatment was below local and national averages for five out of the six questions. Care Plus Group had been providing services at Quayside from August 2016. At the time of the inspection it was acknowledged that the service was still in a period of transition in terms of process and quality.
• The practice had a practice improvement plan in place which reflected the vision and values and was regularly monitored.
• The most recent published QOF results were 67% of the total number of points available which was lower when compared with the clinical commissioning group (CCG) average of 95% and national average of 95%. Exception report was 10% comparable to the CCG average of 8% and the England average of 10%. Although these figures relate to the previous provider, the provider provided evidence of QOF data for 2016/2017 which had not been published yet showed similar performance.
• Information about services and how to complain was available. We found some evidence that improvements were made to the quality of care as a result of complaints and concerns.
• Patients we spoke with said they found it easy to make an appointment with urgent appointments available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

The areas where the provider must make improvement are

• Ensure care and treatment is provided in a safe way to patients
• Ensure staff are, suitably trained, competent, and experienced to provide care and treatment to patients.

The areas where the provider should make improvement are

• Ensure learning from significant events is shared appropriately.
• Review the system that identifies patients who are also carers to help ensure that all patients on the practice list who are carers are offered relevant support if appropriate.
• Continue to work to their action plan to address identified concerns with infection prevention and control practice.
• Ensure the medicines refrigerator contents are stored securely.
• Take steps to improve patient satisfaction.
• Continue to work to improve patient outcomes in terms of the Quality and Outcomes Framework (QOF)

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice