What is the Quality of Safety at Concord Medical Centre

Positive

"• Patients said they were treated with compassion dignity and respect and they were involved in their care and decisions about their treatment."

Positive

"The evidence from these sources showed patients were satisfied with how they were treated and that they had been treated with compassion dignity and respect."

Positive

"All told us they were satisfied with the care provided by the practice and said their dignity and privacy was respected."

Positive

"We also saw staff treated patients with kindness and respect and maintained confidentiality."

Positive

"The survey covered areas such as satisfaction with opening hours appointment times ability for GPs to listen to patients and respect shown."

Positive

"Curtains were provided in consulting rooms and treatment rooms so patients’ privacy and dignity was maintained during examinations investigations and treatments."

Positive

"Staff told us that if they had any concerns observed any instances of discriminatory behaviour or where patients’ privacy and dignity was not being respected they would raise these with the practice manager."

Positive

"The patients we spoke with told us they were happy with the treatment they received and the respect dignity compassion and empathy they were shown by all members of the practice team."

Positive

"Staff treated patients with kindness dignity respect compassion and empathy."

Positive

"Staff told us about the practice values and we heard and saw examples of compassion dignity respect and equality towards patients throughout our inspection."

Positive

"Patients were treated with dignity and respect in a purpose built environment which was accessible and ensured their privacy."

Positive

"We observed receptionists showing respect and care when dealing with patient queries at the reception desk."

Positive

"Patients were provided with emotional support when they needed it and were signposted to other support networks if required."

Positive

"We observed there were curtains and blinds in the treatment rooms this provided patients with privacy and dignity when receiving intimate or personal care."

Neutral

"Another member of staff told us what action they would take in respect of a needle injury and how to report this to the relevant authorities."

Positive

"This report describes our judgement of the quality of care at this service."

Positive

"This report describes our judgement of the quality of care at this service."

Positive

"The practice continuously reviewed and acted on information about the quality of care received by patients."

Positive

"All told us they were satisfied with the care provided by the practice and said their dignity and privacy was respected."

Positive

"The consulting and treatment rooms were suitably equipped and laid out to protect patient privacy and dignity."

Positive

"Curtains were provided in consulting rooms and treatment rooms so patients’ privacy and dignity was maintained during examinations investigations and treatments."

Positive

"Staff told us that if they had any concerns observed any instances of discriminatory behaviour or where patients’ privacy and dignity was not being respected they would raise these with the practice manager."

Neutral

"The privacy curtains in the consultation rooms were cleaned or changed if they were the disposable type every six months or more frequent if necessary."

Positive

"One hundred and twentyfour patients completed the survey and this showed areas for improvement such as ease of access on the telephone and level of privacy in the reception area."

Positive

"We observed there were curtains and blinds in the treatment rooms this provided patients with privacy and dignity when receiving intimate or personal care."

Positive

"The practice had a clear vision with quality and safety as its top priority."

Positive

"Information about how to complain was available and easy to understand • The practice had a clear vision which had quality and safety as its top priority."

Positive

"Information about safety was recorded monitored appropriately reviewed and addressed."

Positive

"Monitoring safety and responding to risk The practice had systems processes and policies in place to manage and monitor risks to patients staff and visitors to the practice."

Positive

"The GPs told us clinical audits were often linked to medicines management information safety alerts or as a result of information from the Quality and Outcomes Framework QOF."

Positive

"Learning and improvement from safety incidents The practice had a system in place for reporting recording and monitoring significant events incidents and accidents."

Positive

"Health and safety information was displayed for staff to see and there were identified health and safety representatives."

Positive

"For example they reported incidents and reviewed patient safety alerts as well as reviewed and learnt from comments and complaints received from patients."

Positive

"National patient safety alerts such as from the Medicines and Healthcare Products Regulatory Agency MHRA were disseminated by the lead GP or nurse to relevant practice staff."

Positive

"Reliable safety systems and processes including safeguarding The practice had systems to manage and review risks to vulnerable children young people and adults."

Positive

"Staff received training in mandatory courses such as fire safety manual handling health and safety infection control and equality and diversity through an online virtual college."

Positive

"We saw a trainee GP induction programme which covered a welcome to the practice by a GP partner health and safety protocols human resources protocols prescribing IT system tutorials with other GPs specialist areas such as child health and immunisations."

Positive

"Learning and improvements from safety incidents The practice had a system in place for reporting recording and monitoring significant events."

Neutral

"Reliable safety systems and processes including safeguarding There were reliable systems in place which ensured patients were safeguarded from the risk of abuse."

Positive

"Staff knew how to recognise signs of abuse in vulnerable adults and children."

Positive

"Staff explained to us how they would recognise signs of abuse in vulnerable adults and children."

Positive

"All the staff we spoke with demonstrated a clear understanding of the types of abuse which might occur as well as the signs and symptoms of abuse."

Positive

"The practice had policies for child protection and at risk adults these included detailed information on how to recognise abuse and what action to take."

Positive

"Staff told us they understood their responsibilities and what action they should take if abuse was suspected."

Positive

"• The practice should ensure policies related to safeguarding vulnerable patients should include contact numbers for referrals to external authorities to ensure prompt action was taken where abuse concerns arise."

Positive

"Cleanliness and infection control We observed all areas of the practice to be visibly clean tidy and well maintained."

Positive

"An infection control policy and supporting procedures were available for staff to refer to which enabled them to plan and implement measures to control infection."

Positive

"Staff received training in mandatory courses such as fire safety manual handling health and safety infection control and equality and diversity through an online virtual college."

Neutral

"All of the staff we spoke with about infection control said they knew how to access the practice’s infection control policies."

Neutral

"The practice had a lead for infection control who had undertaken further training to enable them to provide advice about the practice infection control policy and carry out staff training."

Neutral

"For example personal protective equipment including disposable gloves aprons and coverings were available for staff to use and staff were able to describe how they would use these to comply with the practice’s infection control policy."

Neutral

"For example there was a lead nurse for infection control and a GP partner was the lead for safeguarding."

Positive

"The lead practice nurse had the responsibility for ensuring there was effective infection control throughout the practice."

Positive

"The practice had comprehensive policies and procedures in place to keep patients safe and staff were aware of their responsibilities in regard of the management of practices such as infection control safeguarding vulnerable patients and safe use of equipment."

Positive

"Cleanliness and infection control Patients were treated in a clean hygienic environment."

Positive

"This included safeguarding occupational health teaching and training infection control and learning disabilities lead."

Positive

"We also found there was no identified action plan following the infection control audit of when the identified actions would be completed or who was responsible for the tasks."

Neutral

"The lead nurse attended external annual training on infection control and participated in a forum for South Gloucestershire nurses which took place quarterly."

Neutral

"We were also informed that infection control training was cascaded to staff through the lead nurse who completed annual training."

Neutral

"For example the infection control lead would attend external infection control training and then cascade training to other members of the team."

Neutral

"Regular monthly meetings were held with other professionals such as a health visitor and a midwife."

Neutral

"Hand hygiene techniques signage was displayed in patient and staff toilets."

Positive

"Staff received training in mandatory courses such as fire safety manual handling health and safety infection control and equality and diversity through an online virtual college."

Positive

"Tackling inequity and promoting equality The premises and services had been adapted to meet the needs of patient with disabilities."

Positive

"Staff told us about the practice values and we heard and saw examples of compassion dignity respect and equality towards patients throughout our inspection."

Positive

"The practice had an equality and diversity champion."

Neutral

"We were told they had attended external training on equality and diversity."

Positive

"It did not describe accurately how patients could escalate their complaint through the external authorities if the patient was not satisfied with the practice response to their complaint."

Positive

"Governance arrangements The practice carried out governance arrangements to support transparency and openness."

Positive

"The practice governance arrangements provided clear decision making and engagement with others."

Neutral

"The specialist advisor who reviewed the practice management had a number of years of experience in governance and operations for an Out of Hour’s provider."

Neutral

"We saw the provider had a range of governance policies and protocols that covered all aspects of the services it provided."

Positive

"The practice learnt from patient feedback and quality assurance activities and had made a number of significant changes recently."