The Grove Medical Centre

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Grove Medical Centre on 25 August 2016. Overall the practice is rated as requires improvement.

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

• Risks to patients were not effectively managed for example a legionella risk assessment was completed but the associated actions as a result had not been carried out.

• Reception staff who acted as a chaperone did not have a disclosure and barring check (DBS) and there was no risk assessment carried out to mitigate risks associated with this, we did however see that these checks had recently been applied for.

• There was an effective system in place for reporting and recording significant events.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.

• One reception staff member and one agency nurse did not have a reference on file.

• The practice did not have a defibrillator on the premises at the start of our visit; however, we saw that one was purchased before the end of the inspection.

• Staff had not received fire training.

• The practice had low GP Survey Patient Survey scores and were not aware of the survey so plans were not put in place to improve the satisfaction scores.

• There was no information displayed around the practice to inform patients of how to make complaints and learning from complaints was not systematically shared with staff members.

• The practice had a business continuity plan, but this was not comprehensive or complete and did not include staff contact details.

• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available on the 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 and complied with the requirements of the duty of candour.

The areas where the provider must make improvement are:

• Ensure recruitment arrangements include all necessary employment checks for all staff.

• Mitigate risk associated with not carrying out the actions highlighted in the legionella risk assessment.

• Put plans in place to improve GP Patient Survey scores.

• Display information advising patients on how they can make a complaint and ensure the learning and outcomes from complaints are shared with all relevant staff members.

• Ensure all staff members complete fire training appropriate to their role.

The areas where the provider should make improvement are:

• Maintain a comprehensive and up to date business continuity plan, with copies available off site.

• Review systems for identifying carers to ensure appropriate support is provided to them.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice