Archived: Croft Medical Centre

Updated 9 July 2015

The practice provides General Medical Services to a population of approximately 10400 patients.

The practice moved into its current temporary accommodation at 139 Dunster Road in June 2012. New premises are due to be built and work was due to start in the near future. The practice is situated in an area with high levels of deprivation.

The practice is open Monday to Friday 8am to 6.30pm. Extended opening hours are available on three evenings, Tuesday, Thursday and Friday until 7:45pm, 7:30pm and 7:00pm respectively. The practice has opted out of providing out-of-hours services to their own patients. This service is provided by Badger, an external out of hours’ service.

The GP team consisted of three partners (two male and one female) and five salaried GPs (four female and 1 male). The practice also employs three Practice Nurses, two healthcare assistants and a team of administrative staff.

Updated 9 July 2015

We inspected this service as part of our new comprehensive inspection programme. This provider had not been inspected before and that was why we included them. We carried out an announced inspection on 13 November 2014.

We found that the practice was safe, effective, caring, responsive and well-led. We rated the practice overall as good. We found the practice provided good care to older people, people with long term conditions, families, children and young people, the working age population and those recently retired, people whose circumstances may make them vulnerable and people experiencing poor mental health.

Our key findings were as follows:

• There were systems in place to deal with complaints and protect adults, children and other vulnerable people who used the service.

• The practice had effective procedures in place that ensured care and treatment was delivered in line with appropriate standards. The practice was proactive in promoting good health.

• Patients were treated with dignity and respect. Patients spoke positively about their experiences and the care and treatment provided by staff.

• Although the facilities were located in temporary accommodation in portacabins they were fit for purpose and adjustments were made to meet the needs of the patients.

• We found that the service was well led with well-established leadership roles and responsibilities with clear lines of accountability. The practice had a clear vision and set of values which were understood by staff.

However, there were also areas of practice where the provider needs to make improvements.

The provider should:

• Improve information sharing with other agencies to ensure better safeguarding of children.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Updated 9 July 2015

The practice was rated good for patients with long term conditions. Patients with long term conditions were reviewed by the GPs, the practice nurses and at the chronic disease management clinic to assess and monitor their health condition so that any changes needed could be made promptly. Patients on repeat prescriptions were reviewed to assess their progress and to ensure that their medications remained relevant to their health need. The appointment system was flexible and allowed pre-bookable appointments. Patients who missed their reviews, especially for asthma, were called by the practice so as to understand their reasons for not attending and they were offered reviews by telephone. Same day and urgent appointments were also available which allowed better management of patients with long term conditions.

Updated 9 July 2015

The practice was rated good for the care of families, children and young people. Mother and baby eight week checks were undertaken at the practice and midwife clinics were held. Immunisation clinics were held for childhood vaccinations. Through our discussion with GPs and patients we found children and young people were treated in an age appropriate way and their consent to treatment was sought using appropriate methods. There was evidence that the practice understood their patient population and the challenges they faced. However, systems in place to share information about children or adults at risk with external professionals were not held formally.

Updated 9 July 2015

The practice was rated good for older people. All patients over 75 years, including those living in care homes had an allocated GP and designated care plans were in place for at risk patients so that their care needs could be better co-ordinated and monitored. Home visits were available for those older patients who were unable to attend the practice. Patients were able to book and order repeat prescriptions online from their own homes. This was useful for those who had limited mobility. The GPs carried out monthly ‘ward rounds’ in local care homes with care staff in order to manage patients’ health needs. These patients or their carer could directly contact the practice on a dedicated telephone number so that their call could be attended to promptly. This ensured patients’ needs were met.

Updated 9 July 2015

The practice was rated good for the care of working age patients (including those recently retired). A number of clinics and services to promote good health and wellbeing were available for all patients. Emergency appointments, telephone consultations and extended hours of surgery were available three evenings a week. This enabled patients who worked to attend after working hours. NHS health checks were available for people aged between 40 and 74 years and text appointment reminder system had been introduced to remind people of their appointment. Staff interacted with patients in a respectful, considerate and confidential manner and there was a private area for speaking if required, patients were informed of this. Patients were able to book appointments and order repeat prescriptions online from their own homes. This was useful for working age patients who may have difficulty attending the practice through work and other commitments.

Updated 9 July 2015

The practice was rated good for people experiencing poor mental health (including people with dementia). Patients on the mental health register were invited for annual medical reviews. Reminders and alerts were added to patient records if the patient was at particular risk due to mental health needs. Patients were referred to other supportive services where appropriate. Medication with the potential for misuse was prescribed for seven days only or shorter as appropriate. More medication was only prescribed after further reviews. Information was shared with other services and information and signposting was available through the practice website and leaflets in the surgery. A screening tool was available for patients to help with diagnosis and assessment of the severity of depression.

Updated 9 July 2015

The practice was rated good for the care of people living in vulnerable circumstances. Patients who were vulnerable due to their health or social circumstances were offered health checks. GPs provided home visits to vulnerable patients who were unable to attend the surgery for urgent care needs. Appropriate information was shared and referrals were made to relevant agencies and health care professionals to ensure their health and wellbeing. There was a multidisciplinary approach to sharing information but this did not occur regularly. The practice had access to interpreting service for patients whose first language was not English and the practice website could be read in many other languages.