We carried out an announced inspection at Cartmel Surgery on 10 May 2022. Overall, the practice is rated as Outstanding with the following key question ratings:
Safe - Good
Effective - Good
Caring - Outstanding
Responsive - Outstanding
Well-led - Outstanding
Following our previous inspection on 19 April 2016 the practice was rated Outstanding overall and for the key questions caring and responsive. Since that inspection the practice had made changes to its registration.
Why we carried out this inspection
This was a full comprehensive inspection due to changes to the registration of the practice.
How we carried out the inspection/review
Throughout the pandemic CQC has continued to regulate and respond to risk. However, taking into account the circumstances arising as a result of the pandemic, and in order to reduce risk, we have conducted our inspections differently.
This inspection included:
- A site visit by the lead inspector.
- Conducting staff interviews remotely and on site.
- Completing clinical searches remotely on the practice’s patient records system and discussing findings with the provider.
- Reviewing patient records remotely to identify issues and clarify actions taken by the provider.
- Requesting evidence from the provider.
- Gaining feedback from staff by using staff questionnaires.
Our findings
We based our judgement of the quality of care at this service on a combination of:
- what we found when we inspected
- information from our ongoing monitoring of data about services and
- information from the provider, patients, the public and other organisations.
Our findings
We have rated this practice as outstanding overall.
We rated the practice as outstanding for providing caring services because:
- The practice had achieved outstanding results in the national GP Patient survey. The practice was rated fifth overall for all practices in England and had maintained this high positive level of patient feedback for several years.
- The practice provided numerous examples of how they had supported vulnerable individuals to access health and social care, and how they had worked with other organisations to support patients.
- Patients were truly respected and valued as individuals and were empowered as partners in their care, practically and emotionally, by an exceptional and distinctive service.
- The practice adopted a holistic approach to caring by addressing all the needs of the patient, including their physical, mental, and emotional health, while taking social factors into consideration.
- The practice demonstrated a truly patient-centred culture and staff were committed to delivering excellent care to meet the needs of individuals.
We rated the practice as outstanding for providing responsive services because:
- The practice had achieved outstanding results in the national GP Patient survey. The practice was rated fifth overall for all practices in England and had maintained this high positive level of patient feedback for several years.
- Services were tailored to meet the needs of individual people and were delivered in a way to ensure flexibility, choice and continuity of care.
- The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.
- The practice adjusted how it delivered services to meet the needs of patients during the COVID-19 pandemic. Patients could access care and treatment in a timely way.
We rated the practice as outstanding for providing a well-led service because:
- The practice management team were motivating, forward thinking, organised and innovative with a sensible approach and clear goals. Staff told us they received excellent support and encouragement from the leadership team to do this. The practice management team were compassionate and caring. Quality and integrity were a high priority resulting in a caring culture within a strong practice. There were opportunities provided for all staff for their personal development.
- The leadership, governance and culture were used to drive and improve the delivery of high-quality person-centred care.
- There was strong collaboration across all staff and a common focus on engaging with patients and other services to improve quality of care and the patient experience.
- The practice embraced social prescribing for the community to ensure patients received timely intervention when they needed it most, signposted them to services that could help them and ensured support was offered locally so the patient population could easily attend appointments.
- The practice took the lead in the Primary Care Network and ensured best practice was shared amongst the members.
We have rated this practice as good for providing safe and effective services because:
- The practice provided care in a way that kept patients safe and protected them from avoidable harm.
- Patients received effective care and treatment that met their needs.
Details of our findings and the evidence supporting our ratings are set out in the evidence tables.
Dr Rosie Benneyworth BM BS BMedSci MRCGP
Chief Inspector of Primary Medical Services and Integrated Care