Heaton Moor Medical Group Quality Report
Total Page：16
File Type：pdf, Size：1020Kb
Heaton Moor Medical Group Quality Report 32 Heaton Moor Road Heaton Moor Stockport Greater Manchester SK4 4NX And 95 Dean Lane, Hazel Grove, Stockport, SK7 6EJ And Offerton Health Centre Offerton Lane Offerton SK2 5AR Tel: 01614320671/0161 426 9777 Date of inspection visit: 15 November 2016 Website: www.hmmc.info Date of publication: 15/12/2016 This report describes our judgement of the quality of care at this service. 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. Ratings Overall rating for this service Good ––– Are services safe? Good ––– Are services effective? Good ––– Are services caring? Good ––– Are services responsive to people’s needs? Good ––– Are services well-led? Good ––– 1 Heaton Moor Medical Group Quality Report 15/12/2016 Summary of findings Contents Summary of this inspection Page Overall summary 2 The five questions we ask and what we found 4 The six population groups and what we found 6 What people who use the service say 8 Detailed findings from this inspection Our inspection team 9 Background to Heaton Moor Medical Group 9 Why we carried out this inspection 9 How we carried out this inspection 9 Detailed findings 11 Overall summary Letter from the Chief Inspector of General • The practices premises were clean and tidy and had Practice disabled access, translation services and a hearing We carried out an announced comprehensive inspection loop. at Heaton Moor Medical Group Practice at 32 Heaton • There were some systems in place to mitigate safety Moor Road, Stockport, SK4 4NX and at their branch risks including analysing significant events and surgeries located at 95 Dean Lane, Hazel Grove, safeguarding. Stockport, SK7 6EJ and at Offerton Health Centre, • The practice was aware of and had systems in place to Offerton Lane, Offerton SK2 5AR on 15 November 2016. ensure compliance with the requirements of the duty This report covers our findings from all three premises. of candour. (The duty of candour is a set of specific legal requirements that providers of services must Prior to February 2016, there were three separate follow when things go wrong with care and treatment). registered locations and Heaton Moor Medical Group • Patients’ needs were assessed and care was planned Practice was an amalgamation of these services. and delivered in line with current legislation. Therefore, data we have access to, will not accurately • Patients said they were treated with compassion, reflect the performance of the current practice and data dignity and respect and they were involved in their we usually include has been omitted from the report. The care and decisions about their treatment. performance of the three practices previously was • The practice sought patient views about generally comparable to local and national averages and improvements that could be made to the service; we had no serious concerns about performance. including having a patient participation group (PPG) Overall the practice is rated as good. and acted, where possible, on feedback. • The practice was a training and teaching practice and Our key findings across all the areas we inspected were as there was a strong focus on learning. Staff worked well follows: together as a team and all felt supported to carry out their roles and supported in career progression. 2 Heaton Moor Medical Group Quality Report 15/12/2016 Summary of findings • The practice had plans to expand further and took an • Have a protocol for handling uncollected prescriptions active role in major developments in the which includes checks to ensure patients have transformation planning of healthcare provision received their medication. across Stockport. • Display health and safety information posters for staff at the main site and the branch site. There were outstanding elements of practice including:- • Ensure emergency medication containers are correctly • Each GP had a lead role, for example, safeguarding labelled to avoid inadvertently using the wrong lead, and this responsibility was rotated on an annual medication. basis so every GP had knowledge of the subject. • Monitor responses/reports from GPs to any requests • The practice had an open access phlebotomy service for sharing information as identified in the every morning and evening. safeguarding audit. However, the provider should:- • Ensure that records of all relevant recruitment checks for clinicians are kept and monitored. • Display information about how patients can complain to the service in all premises. Professor Steve Field (CBE FRCP FFPH FRCGP) • Monitor the time taken to respond to a complaint and Chief Inspector of General Practice if this exceeds the timeframe set out in the complaints procedure, send an explanation for the reason for the delay to the patient. 3 Heaton Moor Medical Group Quality Report 15/12/2016 Summary of findings The five questions we ask and what we found We always ask the following five questions of services. Are services safe? Good ––– The practice is rated as good for providing safe services. The practice took the opportunity to learn from internal incidents and safety alerts, to support improvement. There were other systems, processes and practices in place that were essential to keep patients safe including medicines management however, there was not a safe system in place for monitoring uncollected prescriptions. There was emergency medication and equipment available. However, we found incorrectly labelled containers which could have led to administration errors. Labels were removed on the day of our inspection. Are services effective? Good ––– The practice is rated as good for providing effective services. Patients’ needs were assessed and care was planned and delivered in line with current legislation. Clinical audits demonstrated quality improvement. Staff worked with other health care teams. Staff received training suitable for their role. Are services caring? Good ––– The practice is rated as good for providing caring services. Patients’ views gathered at inspection demonstrated they were treated with compassion, dignity and respect and they were involved in decisions about their care and treatment. We also saw that staff treated patients with kindness and respect. Are services responsive to people’s needs? Good ––– The practice is rated as good for providing responsive services. The practice altered services to meet patient’s needs, for example, by having an open access phlebotomy service. Information about how to complain was not available in two of the premises and a sample of two complaints we reviewed showed time frame for responses did not follow the practice complaints procedure. Learning from complaints was shared with staff. Are services well-led? Good ––– The practice is rated as good for being well-led. There was a clear leadership structure and staff felt supported by management. The practice had a number of policies and procedures to govern activity. The practice proactively sought feedback from staff and patients and had an active PPG. Staff had received inductions and attended staff meetings and events. 4 Heaton Moor Medical Group Quality Report 15/12/2016 Summary of findings The practice had plans to expand further and took an active role in major developments in the transformation planning of healthcare provision across Stockport including providing 7 day access. 5 Heaton Moor Medical Group Quality Report 15/12/2016 Summary of findings The six population groups and what we found We always inspect the quality of care for these six population groups. Older people Good ––– The practice is rated as good for providing services for older people. The practice offered proactive, personalised care to meet the needs of the older people in its population and offered home visits and care home visits. The practice participated in meetings with other healthcare professionals to discuss any concerns. There was a named GP for the over 75s. People with long term conditions Good ––– The practice is rated as good for providing services for people with long term conditions. The practice had registers in place for several long term conditions including diabetes and asthma. The practice offered an open access phlebotomy service to its patients. Longer appointments and home visits were available when needed. All these patients had a structured annual review to check their health and medicines needs were being met. For those patients with the most complex needs, the GP worked with relevant health and care professionals to deliver a multidisciplinary package of care. The practice had specific diabetic and hypertension clinics. Families, children and young people Good ––– The practice is rated as good for providing services for families, children and young people. The practice regularly liaised with health visitors to review vulnerable children and new mothers. There were systems in place to identify and follow up children living in disadvantaged circumstances and who were at risk, for example, children and young people who had a high number of A&E attendances. Working age people (including those recently retired and Good ––– students) The practice is as rated good for providing services for working age people. The needs of this population group had been identified and the practice had adjusted the services it offered to ensure these were accessible. There were online systems available to allow patients