Continuing our look at CQC inspections and what makes a practice outstanding, the spotlight this time falls on Compass House Medical Centres in Brixham, Devon, who recently received an outstanding rating.

The practice operates from two sites – one in Brixham and one in Galmpton – and it was the Brixham location that inspectors visited.

The practice facts:

• 10,800 patients
• Seven GP partners – four male and three female
• Four registered nurses, two phlebotomists and two health care assistants as well as a practice manager, administrative and reception staff
• Practice manager is also a partner

Secrets of success

Inspectors rated the practice good for safety, effectiveness and for being caring, and outstanding for responding to people’s needs and being well-led, leading to an outstanding overall rating. So what did the inspectors like so much?

Dr Doug Ansley, a senior partner at Compass House Medical Centres, told the Torquay Herald Express: “It’s a real team effort. It reflects the hard work and conscientious effort of the staff in our practice, as well as all the good work going on among practices across Torbay in general.

“We all work together, sharing ideas and information to ensure that our patients receive the best care possible. We are a very forward-thinking practice, and we will now strive to maintain these standards into the future.”

Ruth Rankine, CQC deputy chief inspector of general practice in the South, added: “I was particularly impressed with practice’s proactive work, particularly for younger patients. We found that staff demonstrated a sound understanding of the differing needs of their patients and acted on these needs in the planning and delivery of its services.”

The outstanding details

Specifically, the practice was rated as outstanding for providing responsive and well-led services, and good for providing safe, caring and effective care. The practice was also rated as outstanding for the care of families and people with long-term conditions.

Some of the initiatives the inspectors really liked included:

Care for young people: The practice had a young person-friendly clinic providing easy access to anonymous chlamydia screening and a condom card scheme called the “C Card Scheme”, a confidential service which enabled patients aged 13–24 years old to get free condoms as well as sexual health information and advice. The local authority informed us that this scheme had achieved a positive impact, decreasing sexually transmitted disease and unwanted pregnancy rates within Torbay.

Leadership: The practice nominated an executive GP partner on a rotational basis every three years to lead the practice and drive continuous improvement. The practice had a clear vision with quality and safety as its top priority. The strategy to deliver this had been produced with stakeholders and staff was regularly reviewed and discussed with staff. The practice acted on staff and patient feedback and made improvements which delivered benefits for staff and patients.

Access: The practice carried out online face-to-face communication using virtual clinics for patients with diabetes in order to support less mobile patients and to reduce patients’ frequency of visits to the practice. Patients also said it was easy to get an appointment at the practice and were able to see a GP on the same day if it was urgent.

Highly responsive: Patients commented on how well all the staff communicated with them and that staff were friendly, professional and responsive to their needs. Complaints were managed according to the practice policy and within reasonable timescales.

Looking after long-term conditions: Of the practice population, 71% were registered as having a long-term condition, compared to the national average of 54%. The leadership of the practice had responded to this in a number of innovative ways. For example, all patients with breathing disorders were invited for an annual spirometer and Chronic Obstructive Pulmonary Disease check, given personal care plans and issued rescue packs of steroids and antibiotics where appropriate.

Family friendly: The practice was rated as outstanding for providing services to families, children and young people. Same day appointments at 9.30am were available for ill children as well as appointments after school hours, during evenings until 8pm on Tuesdays or booked appointments on Saturday mornings, or at a time requested on the day. Children aged under 11 were seen automatically and not given a telephone appointment unless requested.

This practice highlights how inspectors are looking for practices to be proactive when it comes to launching initiatives that improve care. The full report on this practice can be found here and is well worth a read.

What other initiatives make a practice outstanding? Let us know your views by commenting below or post your views in the Practice Index Forum here.

———————–

Topics trending in the forum:
Poll Overtime – paid or unpaid?
Phlebotomy LES – see what price other practices get per bleed
Premises sale (and leaseback)