Torcross Medical Centre

Updated 13 July 2017

Torcross Medical Centre is a GP practice which provides primary medical services under a General Medical Services (GMS) contract to a population of approximately 2,300 patients living in Wyken, Walsgrave and surrounding areas of Coventry. A GMS contract is a standard nationally agreed contract used for general medical services providers.

The practice operates from a two storey building which has a ramp for disabled access to the entrance. The reception area has sufficient space to allow access for patients using mobility aids.

The practice population has a higher than average number of patients aged 45 to 85. National data indicates that the area is one that does not experience high levels of deprivation. The practice population is predominantly made up of patients of white British ethnic origin.

There are two male GP partners and a part time salaried female GP. The practice employs one practice nurse and practice manager, who are supported by three reception/administration staff.

The practice offers a range of services including minor surgery, long term condition monitoring, cervical cytology and child health services.

The practice is open on Monday, Tuesday, Wednesday and Friday from 8.30am until 12pm and 3.30pm until 6.30pm and on Thursday from 8.30am until 12pm. On Thursday afternoons when the practice is closed, arrangements are in place for patients calling the practice to be directed to the ambulance service who field the calls and contact the GP on call. Extended hours appointments are offered via the GP Alliance and patients can access these at four locations across the area from Monday to Friday between 6.30pm and 9.30pm, Saturday from 9am until 12pm and Sunday from 10.30am until 1.30pm. When the practice is closed services are provided by the local out of hours provider via NHS 111.

Updated 13 July 2017

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Torcross Medical Centre on 20 June 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 a system in place for reporting and recording significant events.
• The practice had clearly defined and embedded systems to minimise risks to patient safety.

• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
• Results from the National GP Patient survey showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients reported high levels of satisfaction with the service and 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 had adequate facilities and was equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The practice sought feedback from staff and patients, which it acted on.
• The provider was aware of the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

The areas where the provider should make improvements are:

• To develop a more structured approach to clinical audit and include two cycle audits.
• Ensure that the immunisation status of clinical staff is updated regularly.
• Continue to support the PPG in recruiting members and developing the group.
• Continue to develop and progress succession planning.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Updated 13 July 2017

The practice is rated as good for the care of people with long-term conditions.

• The nurse was responsible for long-term disease management and worked closely with the GPs to identify and refer patients at risk of hospital admission.
• Outcomes for patients with long term conditions were higher than the CCG and national averages in all conditions. For example:
  • 85% of patients with diabetes, on the register, had a blood pressure reading of the recommended level or less, compared to the CCG and national average of 78%.
  • 87% of patients with diabetes, on the register, had blood cholesterol levels within the recommended range compared to the CCG and national average of 80%.
• The practice followed up on patients with long-term conditions discharged from hospital and ensured that their care plans were updated to reflect any additional needs.
• The practice provided urgent appointments for any patients with long-term conditions who experienced a sudden deterioration in health.
• All these patients had a named GP and there was a system to recall patients for a structured annual review to check their health and medicines needs were being met. For those patients with the most complex needs, the named GP worked with relevant health and care professionals to deliver a multidisciplinary package of care.

Updated 13 July 2017

The practice is rated as good for the care of families, children and young people.

• The GPs had a broad knowledge of patients and their families and those who were at risk and contacted families of children who had attended accident and emergency (A&E) frequently.
• Immunisation rates were high for all standard childhood immunisations.
• Patients told us, on the day of inspection, that children and young people were treated in an age-appropriate way and were recognised as individuals.
• Appointments were available outside of school hours and the premises were suitable for children and babies.
• Rates for childhood immunisation rates were high with 100% of children receiving all recommended immunisations at the age of five years compared to the CCG and national averages of 95% and 88% respectively.
• The practice worked with midwives and health visitors when necessary to support this population group. The GPs saw patients during pregnancy to maintain a good relationship with families and promoted immunisation and child and maternal health.
• The practice had achieved a cervical screening uptake rate of 81% which was the same as the CCG and national average.

Updated 13 July 2017

The practice is rated as good for the care of older people.

• Staff were able to recognise the signs of abuse in older patients and knew how to escalate any concerns.
• The practice offered proactive, personalised care to meet the needs of the older patients in its population.
• The practice was responsive to the needs of older patients, and offered home visits and urgent appointments for those with enhanced needs.
• The practice identified at an early stage older patients who may need palliative care as they were approaching the end of life. It involved older patients in planning and making decisions about their care, including their end of life care. The practice had engaged in use of a system which allowed information to be shared with all agencies involved in patients at the end of life.
• The practice followed up on older patients discharged from hospital and ensured that their care plans were updated to reflect any extra needs.
• Where older patients had complex needs, the practice shared summary care records with local care services.
• Older patients were provided with health promotional advice and support to help them to maintain their health and independence for as long as possible.

Updated 13 July 2017

The practice is rated as good for the care of working age people (including those recently retired and students).

• The needs of these populations had been identified and the practice had adjusted the services it offered to ensure these were accessible, flexible and offered continuity of care. The practice was part of a GP Alliance which provided extended hours appointments from four other locations within the area from Monday to Friday between 6.30pm and 9.30pm and on Saturdays from 9am until 12 midday and Sundays from 10.30am until 1.30pm.
• The practice was proactive in offering online services as well as a full range of health promotion and screening that reflected the needs for this age group.
• The practice encouraged patients to take up breast and bowel screening and the uptake rates were 72% and 56% respectively, which were comparable with the CCG and national rates.

Updated 13 July 2017

The practice is rated as good for the care of people experiencing poor mental health (including people with dementia).

• 100% of patients diagnosed with dementia had had their care reviewed in a face to face meeting in the last 12 months, which was higher than the CCG and national averages of 81% and 84% respectively. We noted that no patients had been exception reported from this group.
• The practice specifically considered the physical health needs of patients with poor mental health and dementia.
• The practice had a system for monitoring repeat prescribing for patients receiving medicines for mental health needs.
• The practice regularly worked with multi-disciplinary teams in the case management of patients experiencing poor mental health, including those living with dementia.
• Patients at risk of dementia were identified and offered an assessment.
• The practice had information available for patients experiencing poor mental health about how they could access various support groups and voluntary organisations.
• The practice had a system to follow up patients who had attended accident and emergency where they may have been experiencing poor mental health.
• Staff interviewed had a good understanding of how to support patients with mental health needs and dementia.

Updated 13 July 2017

The practice is rated as good for the care of people whose circumstances may make them vulnerable.

• The practice held a register of patients living in vulnerable circumstances including those with a learning disability.
• End of life care was delivered in a coordinated way which took into account the needs of those whose circumstances may make them vulnerable.
• The practice offered longer appointments for patients with a learning disability.
• The practice regularly worked with other health care professionals in the case management of vulnerable patients.
• The practice had information available for vulnerable patients about how to access various support groups and voluntary organisations.
• Staff interviewed knew how to recognise signs of abuse in children, young people and adults whose circumstances may make them vulnerable. They were aware of their responsibilities regarding information sharing, documentation of safeguarding concerns and how to contact relevant agencies in normal working hours and out of hours.