The Care Quality Commission
  • Doctor
  • GP practice

Lisson Grove and Woolwell Medical Centres

Overall: Good read more about inspection ratings

3-5 Lisson Grove, Mutley, Plymouth, Devon, PL4 7DL (01752) 205555

Provided and run by:
Lisson Grove and Woolwell Medical Centres

All Inspections

During an assessment under our new approach

Assessment date: 11 April 2024 to 29 July 2024. Lisson Grove provides primary medical services to people living in the Mutley area of Plymouth. They also has a branch medical centre in Woolwell which is located on the outskirts of Plymouth. There were 13,545 people registered with the service at the time of our assessment. We conducted this assessment in response to CQC receiving information of concern. We assessed 2 quality statements “equity in access” and “listening and involving people” in the Key Question "Responsive" and 2 quality statements “safe and effective staffing” and “processes” in the Key Question “Safe”. At this assessment, people found the staff generally helpful and professional and GP appointments, reassuring. However, service provision did not meet the needs of the whole population. There was a lack of governance in relation to managing staff, record keeping, quality and safety assurances and patient participation in service planning and delivery. Patients found it difficult to make a face to face appointment with a doctor when needed.

23 June 2015

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Lisson Grove Surgery on 23 June 2015.

Overall the practice is rated as good.

Specifically, we found the practice to be good for providing safe, well-led, effective, caring and responsive services. It was also good for providing services for the population groups of older people; people with long term conditions; families, young people and children; people experiencing poor mental health; people in vulnerable circumstances; working age people and those recently retired.

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

  • Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.
  • Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.
  • 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.
  • Patients said they found it easy to make an appointment with a named GP and that there was continuity of care, with urgent appointments available the same day.
  • 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.

However there were areas of practice where the provider needs to make improvements

Importantly the provider should

  • Ensure that staff undertaking chaperone duties should receive training in this role.

Ensure that patients are aware of the chaperone service.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

13, 14 February 2014

During a routine inspection

The patients we spoke with told us their doctors and practice nurse usually explained things to them in a way they understood. They said they were always given enough privacy during their appointments.

All the patients we spoke with told us the staff treated them respectfully. Their comments included 'We don't have to wait long', 'It is a first class service' and 'I have been totally involved in my care'.

All areas of the practice appeared visibly clean. Informal checks were carried out daily to make sure cleaning was to the required standard. An infection control audit had also been carried out.

Staff were supported with training and supervision. Staff we spoke with told us it was a good place to work and staff morale was very good.

The practice carried out patient surveys and quality audits. We saw that where improvements could be made action plans were put in place.