1 May to 1 May 2018
During a routine inspection
This practice is rated as Good overall. (Previous inspection 16 September 2015 – Good)
The key questions are rated as:
Are services safe? – Good
Are services effective? – Good
Are services caring? – Good
Are services responsive? – Good
Are services well-led? - Good
We carried out an announced comprehensive inspection at Merchiston Surgery on 1 May 2018 as part of our inspection programme.
At this inspection we found:
- The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
- The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
- Staff involved and treated patients with compassion, kindness, dignity and respect.
- Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
- There was a strong focus on continuous learning and improvement at all levels of the organisation.
- Patients could access a community navigator, employed by Swindon Borough Council. The community navigator supported patients to become more independent and use community services to prevent isolation and mental health issues.
- There was a proactive approach to understanding the needs of different groups of people and to deliver care in a way that met these needs and promoted equality. Merchiston Surgery identified patients at risk of developing diabetes who were not on the diabetes register, and implemented changes that could help to prevent the progression of this health condition.
- The practice hosted a talking therapy service for patients who had experienced bereavement, were carers, or were experiencing mental health issues.
- The practice hosted screening services for abdominal aortic aneurysms and breast abnormalities.
- Twenty-two per-cent of patients aged 75 years and over were registered for online services.
The areas where the provider should make improvements are:
The provider should continue to make efforts to lower its exception reporting rates for Quality and Outcomes Framework (QOF) indicators.
Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice