CQC Report Published 16th August 2018
General Practice Alliance (GPA) took over the management of Kings Heath Practice in April 2017 as ‘caretaker’ provider. In April 2018 GPA was awarded a 5 year APMS contract. In May 2018 GPA received notification of our follow-up CQC inspection. The result of the follow-up inspection has given the practice an overall rating of ‘Inadequate’. This result is disappointing, however we did anticipate our result and this means the practice is in ‘special measures’. Therefore we will be due another inspection imminently and we must improve our overall rating to ‘Good’.
We knew when we initially took on the practice it would be challenging. The practice has previously failed to respond to patient needs showing poor levels of both patient and staff satisfaction, not providing adequate appointments - causing high levels of inappropriate A&E attendances, delivered poor levels of standard of care and failed to engage with other local GP surgeries, Community and Commissioners.
Although we have received negative news, we continue to see this as a positive and constructive platform from which a solution focused approach will be taken encompassing learning and development and opting to work with our regulators to improve the standards of the practice. We have adopted a model of improvement and will review our systems and processes, taking on the patient voice, ensuring we increase engagement and communication with the local population. Understanding this news will affect staff morale, we will be supporting them through the service transformation ensuring we put their personal wellbeing and resilience at the top of our agenda.
In conjunction with receiving the negative outcomes of our report, we must also look at the successes we have achieved since providing services at Kings Heath Practice where we were rated ‘good’ for ‘caring’.
Safety at the practice is very important and the inspectors commented that it has good facilities and is well equipped to treat patient needs, with appropriate standards of cleanliness and hygiene maintained.
There was a clear leadership structure and staff felt supported by the management team. Staff demonstrated they understood their responsibilities and all had received training on safeguarding children and vulnerable adults relevant to their role. Staff stated they felt respected, supported and valued. They were proud to work in the practice and knew how to identify and report concerns.
There was a positive relationship between on-site clinicians, non-clinical staff and the leadership team at the General Practice Alliance GP federation. Leaders were knowledgeable about issues and priorities relating to the quality and future of services. They understood the challenges and were taking steps to address them.
An effective patient recall system had been implemented, clinicians had been trained to further upskill them on reviewing patients and patients were being followed up in person by telephone to attend for their reviews. The practice employed a specialist diabetes nurse for one session per week to improve on diabetic patient care.
The practice was actively involved in quality improvement activity. They had undertaken two full cycle audits, for example patients over 65 years of age taking specific medication had their medication reduced in line with current guidance.
The practice had taken action to improve patient satisfaction whilst actively recruiting permanent clinical staff. Reception staff were trained in care navigation which has improved the response time to patient requests creating more capacity to receive calls. The practice has a realistic strategy and supporting business plan to achieve priorities.
The response from Patients who spoke with the inspection team said the staff team treated them with compassion, kindness, dignity and respect.
We welcome the inspection team’s comments and observations for improvements and have instigated an action plan to achieve the required results to turn the practice around.
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