Norton Medical Centre Also known as Hartlepool and Stockton Health Ltd

Updated 20 January 2020

Norton Medical Centre, Billingham Road, Stockton-on-Tees, TS20 2UZ is a location of Hartlepool and Stockton Health Ltd (the Provider) and is where they provide the extended hours on behalf of the practice.

Hartlepool and Stockton Health Limited has a contract with Norton Medical Centre to deliver the extended hours on a Saturday morning from 10am to 1pm from the practice’s premises. This service is only available to the existing practice patients who are registered at the practice.

Hartlepool and Stockton Health Limited provides the regulated activities of diagnostic and screening procedures and treatment of disease, disorder or injury.

Updated 20 January 2020

We rated well-led as Outstanding because the provider had a highly developed ethos of patient and staff wellbeing underpinned with a clear strategic focus for the development of excellence.

We carried out an announced comprehensive inspection at Norton Medical Centre as part of our inspection programme. Hartlepool and Stockton Health Ltd provided extended access provision from these premises.

Management and clinical oversight of the service is provided by Hartlepool and Stockton Health Ltd.

The clinical director of Hartlepool and Stockton Health Ltd is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We obtained feedback through comment cards and discussion, 15 patients provided feedback about the service. We also looked at evidence from the service from patient and stakeholder feedback.

During the inspection we reviewed a range of systems and processes relating to governance, service delivery and customer care.

Our key findings were :

At this inspection we found:

• The service had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the service learned from them and improved their processes.
• The service consistently reviewed the effectiveness and appropriateness of the care it provided. It ensured care and treatment was delivered according to evidence based guidelines.
• Feedback from patients who used the service, those close to them and external stakeholders was continually positive about the way staff cared for patients.
• Patients found the appointment system easy to use and reported access to appointments was excellent staff confirmed this.
• Leaders had the capacity and skills to deliver high-quality, sustainable care. They had an inspiring shared purpose, strived to deliver and motivated staff to succeed.
• Staff told us they felt supported and engaged with managers and there was a strong focus on continuous learning and improvement at all levels of the organisation.

We saw areas of outstanding practice:

• The leadership, governance and culture were used to drive and improve the delivery of high-quality person-centred care.
• There were high levels of staff satisfaction. Staff were proud of the organisation as a place to work and spoke highly of the culture.
• There was a strong commitment to staff development, ensuring high quality care. Staff were proactively supported to acquire new skills and share best practice.
• The leadership drives continuous improvement and staff are accountable for delivering change. Safe innovation is celebrated. There is a clear proactive approach to seeking out and embedding new ways of providing care and treatment.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care