Cricket Green Medical Practice is a large GP practice based in Mitcham, providing primary care services to around 10 000 patients. During our inspection we inspected regulated activities of diagnostic, screening treatment of diseases and injury.
Cricket Green Medical Practice is a modern, purpose built surgery, established at its new site since 2009. In addition to standard primary care services the practice offers many specialised clinical services, such as maternity care and anti-coagulant clinics. The practice offers extended opening hours including Saturday morning appointments.
We spoke with eight patients and received 20 comments cards. All the patients we spoke with and comment cards received rated the care given as being good. However patients reported being unhappy with the current appointments system which they described as inflexible and difficult to make appointments. The practice told us they were aware of the feedback from patients and they were introducing a new appointments booking system from 9 June 2014.
The practice had systems to report, record and review incidents. Patients were protected from the risk of abuse because staff had received appropriate training and they were aware of how they would raise safeguarding concerns. There were appropriate systems in place to manage medicines, and patients were protected from the risk of infection. We found that good systems were also in place to deal with emergencies and emergency equipment was available and regularly checked.
The practice promoted best practice by implementing care based on published guidance. Local CCG meetings were attended by GPs, where among other subjects; current developments in care were discussed. Good systems were place for monitoring and improving outcomes for patients by ensuring that health reviews occurred at specific times and referrals were followed up to ensure patients received timely care. We found that clinical audits were used as a quality improvement tool for the care provided to patients. Health promotion leaflets were accessible for patients to enable them to make informed choices.
The practice was caring, comments cards received and patients spoken with all demonstrated that patients were treated with dignity and shown empathy. Support was offered to bereaved families and a local carer’s support group was available. The practice operated a Patient Participation Group (PPG) whom they worked closely with to improve patient care. Patients told us that they felt involved in decisions related to their care and treatment and their decisions were respected. We observed that staff maintained patient confidentiality at all times.
Patients varying needs were responded to, this is because care and services provided were tailored to the needs of the local population. Extended hours and Saturday morning clinics were offered at the practice which allowed flexibility to patients. Patients were offered online appointment bookings and repeat prescription requests which allowed flexibility to all patients. The practice welcomed feedback and participation from patients and the PPG and had responded to concerns about the appointments system.
The practice had a clear, written vision and strategy to deliver high quality care and promote good outcomes for patients. The strategic plan was clear and incorporated in the appraisal system for staff. Audit systems were used to ensure adequate monitoring of patient care with the aim of improving care and delivery. Staff were provided with learning opportunities to develop their skills and maintain good clinical practice.
Older people had access to a group of GPs and they received regular health reviews. Emergency appointments were available for mothers, babies and children.
The practice was able to register patients who lived in the area temporarily and they had a policy for following up mental health patients who failed to attend appointments.