Archived: Manchester Medical

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Manchester Medical Moss Side Health Centre, Monton Street, Moss Side, Manchester, M14 4GP on 10 January 2017. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.

• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.

• The practice offered patients consultations via skype. The patients we spoke with told us the service had improved access to consultations and enhanced overall access to a GP.

• The practice held a face to face GP led triage service every morning Monday to Friday. This was evaluated highly by patients and we were told all patients attending this service would be seen. Patients told us the GPs responded compassionately when they needed help and provided support when required.

• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

We saw areas of outstanding practice:

The practice team was forward thinking and part of local and national pilot schemes to improve outcomes for patients. For example:

• The practice offered patients consultations via skype. The patients we spoke with told us the service had improved access to consultations and enhanced overall access to a GP.

• The practice held a dedicated clinic held each Thursday afternoon for young people leaving care.

• One of the GPs was a former clinical commissioning lead and was instrumental in developing locally commissioned services. For example: the introduction of community intravenous therapy service. This service enabled patients who required intravenous (IV) antibiotics to be treated in the community rather than in hospital. This pilot scheme had been successful and was subsequently commissioned across the CCG area.

• Another GP was Deputy Clinical Director for Central Manchester CCG.

• Medication reviews were conducted six weeks before the month of Ramadan for those patients with diabetes who identify as Muslims, to ensure safety during fasting. Some Muslim diabetic patients did not wish to have blood tests during Ramadan and diabetic reviews were arranged outside of this month.

The areas where the provider should make improvement are:

• Retain interview notes within staff recruitment files.

• Improve the recording of significant events to demonstrate actions and learning to be able to identify trends more easily.

• Continue to identify and support those young patients who were also carers.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice