Archived: Orchard Practice Also known as The Orchard Medical Practice C.I.C

Orchard Practice is situated at 52 Station Road, Hayes, Middlesex and provides primary medical services to 4872 patients in the Hayes area.

During our inspection on 28 August 2014 we spoke with one male GP, a practice nurse, the health care assistant, the practice manager and three non-clinical staff. We spoke with 15 patients including three patients who were members of the Patient Participation Group (PPG). We reviewed 32 completed Care Quality Commission (CQC) comment cards, the findings of the most recent patient experience survey carried out in 2013, NHS Choices feedback, information from NHS England, the Hillingdon Clinical Commissioning Group (CCG) and Healthwatch UK.

We found the practice was safe, effective, caring, responsive and well-led.

Systems were in place to ensure safety incidents and alerts were reported and acted upon and to ensure the environment was safe for patients and staff. Medicines were managed safely and staff were trained to respond to medical emergencies.

Safeguarding procedures were in place to protect patients from harm. Most staff were aware of the practices’ safeguarding procedures and had received training in safeguarding children and vulnerable adults. There was a whistleblowing policy in place and staff were aware of whistleblowing procedures.

Appropriate pre-employment checks had been completed for staff prior to their employment to ensure they were of suitable character to work at the practice.

Patients received effective care by staff who had received adequate training and professional development. Clinical audit and Quality and Outcomes Framework (QOF) data were used to drive practice performance and improve outcomes for patients. The practice worked closely with other health care professionals to deliver effective care to patients with complex needs.

The practice was caring. All the patients we spoke with and CQC comment cards we received were positive. Patients said the practice staff were professional and the service provided met their needs. Patients said the clinical staff provided a personalised service and involved them in decisions relating to their care and treatment.

The practice planned and developed services to meet the needs of the patients it served. Patients said there was good access to the service including a range of appointments, emergency slots, home visits and telephone consultations.

Governance arrangements were in place and staff were clear about their roles and level of responsibility. The practice engaged staff through regular meetings and staff worked as a team. Feedback was sought from patients through the Patient Participation Group (PPG) and patient experience surveys. Patients’ comments and concerns were fedback to the practice by the PPG chair and acted upon. Complaints were listened to and responded to in a timely manner. However there was no action plan in place to improve the service based on the most recent patient experience survey carried out in 2013.

The practice met the needs of different population groups. For example care planning for older patients, patients with long term conditions and patients with learning disabilities. At the time of our inspection the practice had developed care plans for 24 patients with chronic obstructive pulmonary disease (COPD), 142 patients with diabetes and 26 patients with a learning disability. The practice offered a wide range of treatment and support for patients in vulnerable circumstances.

Please note that when referring to information throughout this report, for example any reference to the Quality and Outcomes Framework data, this relates to the most recent information available to the CQC at that time.