What is the Quality of Safety at The Medical Centre

Positive

"Kindness respect and compassion Staff treated patients with kindness respect and compassion."

Positive

"• Most staff involved and treated patients with compassion kindness dignity and respect."

Positive

"• Review survey results and take action in order to improve patients’ experience particulary in respect of patient interaction with GPs • Make the chaperone policy accessible to all staff and ensure patients know that they can access a chaperone if required."

Positive

"Privacy and dignity The practice respected patients’ privacy and dignity."

Positive

"• Staff recognised the importance of people’s dignity and respect."

Positive

"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control • Practice leaders had established policies procedures and activities to ensure safety and assured themselves that they were operating as intended."

Positive

"• Staff took steps including working with other agencies to protect patients from abuse neglect discrimination and breaches of their dignity and respect."

Positive

"• Information about how to complain was available and easy to understand • Patients said they were treated with compassion dignity and respect and they were involved in their care and decisions about their treatment."

Positive

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

Positive

"Patients we spoke with said that staff always had time for them treated them with respect and were always willing to help them if they needed it or asked for it."

Positive

"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."

Positive

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

Positive

"The practice considered and understood the impact on the quality of care of service changes or developments."

Positive

"The practice gave us two examples where they felt performance and quality of care had improved over the last year."

Positive

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

Positive

"Evidence showed that lessons learned from individual complaints had been acted on and changes made to improve the quality of care provided."

Positive

"Privacy and dignity The practice respected patients’ privacy and dignity."

Positive

"• Curtains were provided in consulting rooms to maintain patients’ privacy and dignity during examinations investigations and treatments."

Positive

"Track record on safety The practice had a good track record on safety."

Positive

"• Staff were clear on their roles and accountabilities including in respect of safeguarding and infection prevention and control • Practice leaders had established policies procedures and activities to ensure safety and assured themselves that they were operating as intended."

Positive

"The practice learned and shared lessons identified themes and took action to improve safety in the practice."

Positive

"All staff received uptodate safeguarding and safety training appropriate to their role."

Positive

"• There was a strong emphasis on the safety and wellbeing of all staff."

Positive

"• The practice acted on and learned from external safety events as well as patient and medicine safety alerts."

Positive

"Practice leaders had oversight of safety alerts incidents and complaints."

Positive

"• There were comprehensive risk assessments in relation to safety issues."

Positive

"• The practice monitored and reviewed safety using information from a range of sources."

Neutral

"At this inspection we found: • The practice had clear systems to manage risk so that safety incidents were less likely to happen."

Positive

"The practice also had a variety of other risk assessments in place to monitor safety of the premises such as the control of substances hazardous to health infection prevention and control IPC and legionella a bacterium which can contaminate water systems in buildings."

Positive

"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."

Positive

"• Lessons were shared to make sure action was taken to improve safety in the practice."

Positive

"Lessons were shared to make sure action was taken to improve safety in the practice."

Positive

"• The practice encouraged a culture of openness and honesty and had systems in place for responding to reportable safety incidents • The practice proactively sought feedback from staff and patients which it acted on."

Positive

"When there were unintended or unexpected safety incidents patients had received reasonable support truthful information a verbal and written apology and were told about any actions to improve processes to prevent the same thing happening again."

Positive

"• When there were unintended or unexpected safety incidents patients received reasonable support truthful information and a written apology."

Positive

"We reviewed safety records incident reports national patient safety alerts and minutes of meetings where these were discussed."

Positive

"Overview of safety systems and processes The practice had clearly defined and embedded systems processes and practices in place to keep patients’ safe which included: • Arrangements to safeguard adults and children from the risk of abuse that reflected relevant legislation and local requirements."

Positive

"There was a health and safety policy available with a poster displayed in the reception office."

Neutral

"• The practice had an induction programme for newly appointed nonclinical members of staff that covered such topics as safeguarding fire safety health and safety infection control equality and diversity and confidentiality."

Positive

"• Staff took steps including working with other agencies to protect patients from abuse neglect discrimination and breaches of their dignity and respect."

Positive

"• Staff had received training and knew how to recognise signs of abuse in vulnerable adults and children who were considered to be at risk of harm."

Positive

"Overview of safety systems and processes The practice had clearly defined and embedded systems processes and practices in place to keep patients’ safe which included: • Arrangements to safeguard adults and children from the risk of abuse that reflected relevant legislation and local requirements."

Positive

"• The practice actively promoted equality and diversity."

Neutral

"Staff had received equality and diversity training."

Neutral

"• The practice had an induction programme for newly appointed nonclinical members of staff that covered such topics as safeguarding fire safety health and safety infection control equality and diversity and confidentiality."

Positive

"• Information about how to make a complaint or raise concerns was available but this was not easy to spot in the waiting room as there was a large amount of information on the walls making it difficult to find things."

Positive

"• The complaint policy and procedures were in line with recognised guidance."

Positive

"• Structures processes and systems to support good governance and management were clearly set out understood and effective."

Positive

"Governance arrangements There were clear responsibilities roles and systems of accountability to support good governance and management."

Positive

"The governance and management of partnerships joint working arrangements and shared services promoted coordinated personcentred care."

Positive

"Governance arrangements The practice had a governance framework in place that supported the delivery of the strategy and good quality care."

Neutral

"The practice had a number of policies and procedures to govern activity and held regular governance meetings."

Neutral

"• Staff received training that included safeguarding fire procedures basic life support and information governance awareness."

Positive

"• Quality and sustainability were discussed in relevant meetings where all staff had sufficient access to information."

Positive

"Monitoring care and treatment The practice did not have a comprehensive programme of quality improvement activity and did not routinely review the effectiveness and appropriateness of the care provided."

Positive

"• There was some quality improvement activity at the practice for example a diabetes audit."

Positive

"Clinical audits are quality improvement processes that seek to improve patient care and outcomes through systematic review of care and the implementation of change."

Neutral

"Annual infection control audits were undertaken and we saw evidence that action had been taken to address any improvements identified as a result."

Neutral

"• The practice had an induction programme for newly appointed nonclinical members of staff that covered such topics as safeguarding fire safety health and safety infection control equality and diversity and confidentiality."

Neutral

"After three months in post new staff were required to complete an infection control test."