What is the Quality of Facilities at Highlands Practice

Positive

"Management monitoring and improving outcomes for people The practice used the information collected for the Quality and Outcomes Framework QOF and performance against national screening programmes to monitor outcomes for patients."

Positive

"• There were procedures in place for monitoring and managing risks to patient and staff safety."

Neutral

"It is based on a combination of what we found when we inspected information from our ongoing monitoring of data about services and information given to us from the provider patients the public and other organisations."

Neutral

"• Arrangements were in place for planning and monitoring the number of staff and mix of staff needed to meet patients’ needs."

Positive

"A register for patients with mental health needs was maintained to inform the regular monitoring of their health needs and ensure people were contacted and recalled to the practice when appropriate."

Positive

"This included annual physical health checks blood pressure monitoring memory check and flu vaccinations."

Positive

"• Improvements are required in relation to the regulations related to recruitment of staff assessing and monitoring the quality of service provision and records."

Positive

"This included monitoring patients prescribed high risk drugs reviewing child protection reports plans with other multidisciplinary professionals and reviewing clinical and nonclinical staffing levels to meet people’s needs."

Positive

"Staff told us this register informed the monitoring and regular review of patients’ physical health checks blood tests medicines and treatment plans where appropriate."

Positive

"GPs we spoke with told us a code and alert system was used to record any safeguarding concerns for each patient within this population group; and they worked together with professionals such as the community midwife health visitors and social workers in the planning delivery and monitoring of people’s care."

Neutral

"It is based on a combination of what we found when we inspected information from our ongoing monitoring of data about services and information given to us from the provider patients the public and other organisations."

Neutral

"The practice maintained a register for people with learning disabilities as a source of information to inform the monitoring of their care needs."

Positive

"There is parking near to the front of the surgery including bays for parking for disabled patients in front of the surgery and a bus stop approximately ten minutes’ walk from the practice."

Positive

"We inspected the regulated activities of diagnostic and screening procedures maternity and midwifery services surgical procedures and treatment of disease disorder andor injury."

Positive

"The service is registered with the Care Quality Commission CQC as a partnership of five GPs to provide the regulated activities of Diagnostic and screening procedures Maternity and midwifery services Surgical procedures and Treatment of disease disorder and or injury."

Positive

"• Where a patient’s mental capacity to consent to care or treatment was unclear the GP or practice nurse assessed the patient’s capacity and recorded the outcome of the assessment."

Positive

"We also spoke with a range of staff GP partners Health Visitors Practice Nurse Registrar trainee GP Practice Manager Operations Manager Health Care Assistant reception and clerical staff and other healthcare professionals health visitors and district nurses based at the practice."

Neutral

"Each patient was offered an appointment with the healthcare assistant and or practice nurse for a health check and health promotion advice before being seen by the GP in relation to their presenting medical needs."

Positive

"For example following receipt of a complaints form regarding difficulties trying to make an appointment and a perceived lack of assistance from the receptionist the Practice Manager contacted the receptionist on duty of the day of complaint to discuss the event."

Positive

"The complainant responded stating that they were unhappy with the appointments system and not the receptionist which was the cause of the complaint."

Positive

"For example the PPG put forward a suggestion to the practice regarding the installation an extra telephone line so that patients phoning the surgery will have better opportunity to speaking to a receptionist at their first attempt."

Positive

"If a patient called the surgery when the phone lines are open requesting an urgent appointment or home visit the receptionists would ask the patient to give a brief description of the nature of their requested appointment in order for the receptionist to filter the available appointments accordingly."

Neutral

"For example: • Patients receiving end of life care carers those at risk of developing a longterm condition and those requiring advice on their diet smoking and alcohol cessation."

Positive

"This included ongoing support onetoone meetings coaching and mentoring clinical supervision and facilitation and support for revalidating GPs."

Positive

"There was a health and safety policy available with a poster in the reception office which identified local health and safety representatives."

Neutral

"This covered such topics as safeguarding infection prevention and control fire safety health and safety and confidentiality."

Neutral

"This covered such topics as safeguarding infection prevention and control fire safety health and safety and confidentiality."

Neutral

"The provider had an infection prevention and control lead."

Neutral

"Governance arrangements The provider had staff leads for different aspects of clinical governance including medicines management infection prevention and control and information technology."

Positive

"Some areas required improvement including involvement from the palliative care team for patients receiving end of life treatment."

Positive

"Multidisciplinary meetings were held with other professionals to ensure integrated care for people with long term conditions; although there was limited involvement from the palliative care team who had been invited to the practice meetings."

Positive

"Some areas required improvement including involvement with the palliative care team for patients receiving end of life treatment."

Positive

"Access to the service The GP surgery is wheelchair accessible and has lift access to the first floor consulting rooms."

Positive

"Access to the service The GP surgery is wheelchair accessible and has lift access to the first floor consulting rooms."

Neutral

"Governance arrangements The provider had staff leads for different aspects of clinical governance including medicines management infection prevention and control and information technology."

Positive

"• Ensure that clinical audit cycles are completed in line with best practice and are up to date to improve patient care treatment and outcomes."

Positive

"Although the practice participated in peer review meetings where clinical care was discussed their clinical audit programme required improvement."

Neutral

"Facilities for hand washing hand cleaning gel and paper towels were available."

Neutral

"Staff we spoke with were aware of infection control guidelines and a cleaning schedule and cleaning audit were available."

Neutral

"Management records we looked at showed GPs held external peer review discussions and considered the impact of using elderly assessment units as ways of reducing older people attendances at A&E and hospital admissions."