AFTER a year of transformation, including a new clinical team, staff at Chapelford Medical Centre say they are “disheartened” by the findings of a Care Quality Commission inspection report, which states it requires improvement.
It follows the results of a GP patient survey indicating a decline in patient satisfaction with the service which had “significantly declined” from the previous year.
The Care Quality Commission inspection took place between October 5 and November 28 last year.
Chapelford Medical Centre is registered with CQC to deliver the Regulated Activities; diagnostic and screening procedures, maternity and midwifery services, treatment of disease, disorder or injury and family planning
Overall, the practice is rated as requires improvement. The inspection followed up concerns from the last inspection.
It found the practice provided care in a way that kept patients safe and protected from avoidable harm and that the provider had taken steps to address concerns with the telephone system. The provider also had an effective system in place to manage complaints.
The provider had implemented an effective system to ensure people requesting a home visit did not experience a delay. The management team were focused on improving care and treatment for all patients. But clinical searches found the management of patients with long term conditions were not always being monitored effectively.
Caring was rated as requires improvement because the results of the latest GP patient survey indicated a decline in patient satisfaction with the service. There had been a change in management at the practice and a development plan was in place with a focus to improve patient satisfaction and actions were being worked through at the time of the inspection. The provider had conducted their own patient survey in November 2022 which demonstrated an improvement in patient experience and satisfaction but this had not been demonstrated over time.
The provider had recognised that some patients had difficulty accessing an appointment at the practice and had taken steps to improve access. There was feedback from patients that access had improved but this was not demonstrated over time.
Whilst the inspection found no breaches of regulations, the provider should: “Continue to work through the backlog of medication reviews to ensure all patients who are prescribed repeat medicines have an annual review. Continue to take steps to improve the uptake of cervical cancer screening. Continue to take steps to improve the patient experience. Improve access for patients through the implementation of a new telephone system.”
In response to the report, Chapelford Medical Centre Quality Lead Lauren Yates issued the following statement:
“On behalf of Chapelford Medical Centre I wish to share our thoughts and feelings around our recent CQC rating. As a practice we have continuously acknowledged, reflected and acted on feedback we have received. Our main motivation has, and always will be, to provide the best possible care to our patients.
“The last year has been transformative for the practice. We have welcomed a new clinical team who have made an incredible impact, improving continuity and access for our patients. Chapelford has a great team in place who work hard, are continuously empathetic to patients, and turn up every day because they genuinely care about making a difference.
“The demonstrated improvements are evidenced in the CQC report however, this is not reflected in the rating. After the significant improvements made since our Good rating with CQC in 2021, this was not the outcome we expected. We are disheartened by the outcome as we do not feel it reflects where we are as a practice.
“We are assured by the content of the CQC report and would encourage patients to read it in full. Below are some of the feedback quotes from the report that we wish to highlight:
Staff feedback
•Staff described a supportive and positive culture around learning and development and saw this as a key factor in enhancing their enjoyment of working at the practice
•We saw staff being professional, friendly and caring during the inspection. We were told that staff were recruited based on their values as well as skills. Staff had received training in equality and diversity and we were told that this helped them to display understanding towards patients.
Patient feedback
•Thank you to all the staff for your help and support given at such a bad time for us all. It has been invaluable, and we cannot thank you all enough.
•Excellent service.
Patient participation group feedback
•The practice has had some challenges over the last 12 months, particularly with staffing. These issues now seem to be resolved because they have a full staff team in place
•There is a strong leadership team in place. They value feedback from patients and want to make the practice better so listen to the PPG to make this happen.
Lauren added: “The management team wish to thank our staff, our Patient Participation Group, Councillor Paul Warburton and our patients for being supportive throughout our ongoing improvements. We would like to assure patients that we remain dedicated to providing the patient care and service our community needs.”
CLICK HERE chapelford medical centre to read the full report.
