Archived: The Manor Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Manor Practice on 24 May 2016. The practice consists of two sites located at James Preston Health Centre (Main site) and Ashfurlong Medical Centre (branch site). Overall the practice is rated as good.

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

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events. These were used to support learning.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff received appropriate training and support for their roles to ensure they had the skills, knowledge and experience to deliver effective care and treatment.
• The practice performed well against national indicators for patient outcomes. The practice was participating in innovative schemes to improve outcomes and reduce unplanned admissions in their older population.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand.
• Patients said they found it easy to make an appointments. Patients with urgent needs were able to obtain same day consultations.
• 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.

We saw areas of outstanding practice:

The practice was participating in innovative schemes in collaboration with local practices to secure positive outcomes for older people and reduce the need for unplanned admissions.

The elderly care support nurse pilot project was a collaboration between three practices running between September 2015 and September 2016. An elderly care support nurse has been employed to review all patients over 75 years on the practice list to identify, assess and help address any unmet care and support needs. Over 300 patients from across the participating practices have benefited to date receiving care and support from a range of services including NHS, local authority, third sector and voluntary organisations.

The areas where the provider should make improvement are:

• Review and implement ways in which the identification of carers might be improved so that they may receive support.
• Ensure greater involvement of clinical staff in complaints investigations and responses.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice