East Quay Medical Centre

Updated 25 June 2018

The name of the registered provider of East Quay Medical Centre is East Quay Medical Centre.

The service is provided from one address at East Quay, Bridgwater, Somerset TA6 4GP and delivers a primary medical service to approximately 14,907 patients.

The practice is situated in a purpose built building near the centre of the town of Bridgwater which it shares with other services such as a NHS Dental Service, an independent health surgical and treatment service and an ophthalmology service. Information about East Quay Medical Centre can be found on the practice website www.eastquaymedicalcentre.com.

Information from Public Health England shows the area population is in the second least deprived decile in England. The practice population has a lower number of income deprived children. But higher for income deprived older people. The practice population of children and older people is similar to local and national averages. The practice population of those of working age are similar local and national averages. Of patients registered with the practice, 93% are White or White British, 0.7% are Asian or Asian British, 0.1% are Black or Black British, 0.8% are mixed British and 0.1% are Other.

The practice team is made up of 12 partners of which three are full time, overall the practice has the equivalent of just over 8.6 WTE GPs at the practice, five male and seven female. There are six practice nurses and four health care assistants. The practice manager is supported by a deputy practice manager, administrators, secretaries, and reception staff. The practice also employs specific staff for the management and administration of prescriptions, domestic and caretaking.

When the practice is not open patients can access treatment via the NHS 111 service.

The practice provides family planning, surgical procedures, maternity and midwifery services, treatment of disease, disorder or injury and diagnostic and screening procedures as their regulated activities.

Updated 25 June 2018

This practice is rated as Good overall. (Previous inspection 11 November 2014– 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 East Quay Medical Centre on 15 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.
• The practice supported research and invested time in participating in local and national pilots to improve care. For example, a self-referral physiotherapy service, enabling access for patients with a diabetes secondary care practitioner, virtual cardiology clinics and visiting paediatrician clinics.
• The practice invested in continuing to provide the service of the NHS Navigator role to support patients’ access the right care and support.
• The practice worked with the other members of the federation to invest in the Village Agent to support patients in the community.
• The partners at the practice held personal lists of patients which supported continuity of care for patients.
• GPs and the practice manager took on other roles outside of the practice to enhance their knowledge and skills to share and bring back to the practice. This was through taking on lead roles with the clinical commissioning group, Somerset Primary Healthcare, GP training and the Local Medical Committee.

We saw areas of outstanding practice:

• A new ‘drop in’ session has been developed for patients with memory loss and dementia.
• The practice manager created an open link via telephone or email for patients who need extra emotional support. This helped patients when they were anxious and enabled some issues to be addressed in advance or de-escalate concerns that they may have.
• Staff encouraged and supported patients to be involved in monitoring and managing their own health, for example, through social prescribing schemes and local initiatives. These included health walks, pilots for diabetes self-care. The practice was working on a mentor scheme with personal trainers through the Somerset Activity & Sports Partnership to help support young people with self-worth issues join in physical activities.

The areas where the provider should make improvements are:

• The practice should continue to monitor that the Patient Group Directions (PGDs) for vaccines and immunisation documentation to support staff to deliver treatment is complete and up to date.
• The practice should continue to monitor the new system and process for the safe management of prescription paper and pads that was implemented during the inspection is appropriately implemented.
• The practice should include clearer information in the infection control audit could as to why aspects of the audit tool do not apply. For example, the type of hand wash facilities available did not match current good practice guidelines for public or clinical areas.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Updated 25 June 2018

Updated 25 June 2018

Updated 25 June 2018

Updated 25 June 2018

Updated 25 June 2018

Updated 25 June 2018