Archived: OHP-Falcon Medical Centre

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at OHP-Falcon Medical Centre on 16 October 2017. Ley Hill Surgery took on caretaking arrangements for Falcon Medical Centre from October 2016 until January 2017 and was awarded the General Medical Services (GMS) contract in January 2017. Ley Hill Surgery became the registered provider with CQC in June 2017. In September 2017 both practices became registered with CQC under the provider organisation Our Health Partnership.

We first inspected the practice under the previous provider registration in January 2016, the practice was rated inadequate and placed into special measures.

We then carried out this inspection under the new provider registration on the 16 October 2017. Overall the practice is now rated as good.

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

• When Ley Hill Surgery first took over Falcon Medical Centre they were faced with a number of significant challenges which included the quality of patient records and care, repeat prescribing and the premises which they have successfully sought to address.
• We saw evidence of strong leadership at Falcon Medical Centre. Staff had identified the needs of the practice population and had sought to ensure the service reflected those needs to improve outcomes for patients. Links were also being established within the local community to help address health inequalities.
• There was an open and transparent approach to safety and a system in place for reporting and recording significant events. These had led to various audits to ensure patients were receiving care in line with evidence based guidance.
• The practice had established clearly defined systems to minimise risks to patient safety. Improvements in areas such as the premises, infection control, patient records, prescribing and follow up of patients with long term conditions were seen.
• The practice was proactive in working with other health and social care professionals to safeguard some of the practices most vulnerable patients. A successful scheme to support patients at risk of unplanned admissions and to support early discharge was adopted by the practice. Community Matrons employed by a group of local practices facilitated safe support within the patient’s home.
• Results from the national GP patient survey (published in July 2017) found patient satisfaction scores were lower than local and national averages in many areas. This was in contrast with feedback we received as part of the inspection which showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment. The data related to a period prior to the current registration. In response to the survey the practice had carried out a comparative in-house survey which showed consistently positive scores in relation to consultations and access.
• Information about services and how to complain was available. Only one formal written complaint had been received in the last 12 months.
• Patients we spoke with said they found it easy to make an appointment with urgent appointments available the same day.
• Staff identified a charity that maintained a list of vulnerable patients in the area and established links so that the charity could share with them any concerns in the future about patients who might need support.

The areas where the provider should make improvement are:

• To provide greater support for patients on the learning disability register.
• To identify systems for recording fire drills and any actions arising from them.
• To review information relating to access on the practice website and amend as appropriate.
• To improve patient involvement in supporting service improvement.
• To improve the number of identified carers so that they may be supported.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice