The Care Quality Commission
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  • GP practice

Archived: Care UK - Hanley Health and Wellbeing Centre

Overall: Good read more about inspection ratings

69-71 Stafford Street, Hanley, Stoke On Trent, Staffordshire, ST1 1LW 0300 123 6759

Provided and run by:
Practice Plus Group Urgent Care Limited

All Inspections

08/02/2016

During a routine inspection

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Care UK – Hanley Health and Wellbeing Centre on 8 February 2016. Overall the practice is rated as good, although caring services and the care provided for people whose circumstances make them vulnerable is rated as requires improvement.

Please note that when referring to information throughout this report, for example any reference to the Quality and Outcomes Framework data, this relates to the most recent information available to the Care Quality Commission (CQC) at that time.

Our key findings were as follows:

  • There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
  • The practice had good facilities and was well equipped to treat patients and meet their needs.
  • Risks to patients were assessed and well managed.
  • Data detailing patient satisfaction levels was mixed. Registered patient satisfaction rates regarding interaction with GPs were lower than local and national averages.
  • Registered patients said they found it easy to make an appointment with a named GP.
  • There was a clear leadership structure and staff felt supported by the 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.

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

Importantly, the provider must:

  • Evaluate and where possible improve their performance in the national GP patient survey regarding registered patient satisfaction rates in relation to their interactions with GPs.

There were areas of practice where the provider should make improvements.

  • Improve internal processes to signpost appropriate patients with a learning disability to annual health assessments.

  • Implement a system to alert staff to known vulnerable adults.

  • Review the systems in place to maximise the opportunities to promote national screening programmes.

  • Add a plan in partnership with the patient participation group to establish priorities of action for improvement and development of services.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

30 May 2013

During a routine inspection

The clinic provided a one stop place for patients to access a GP and a range of other services for both their short term and long term health needs. Access to services at the clinic was flexible and provided patients with choices on who they saw, and when, for their care and treatment. One patient we spoke with told us, "The clinic works with you to get an appointment that fits."

Patients' notes were updated in a timely manner to ensure that every GP or nurse had access to as much information as possible about a patient. One person told us, 'Any GP I see has a good understanding of my last appointment and my health needs. They must keep good notes."

The planning of staff ensured that patients received the right advice and care, at the right time. The staffing arrangements in place ensured that there was always a minimum of one GP on site at all times when the clinic was open. There were systems in place to ensure that staff were appropriately trained and skilled to deliver services. The quality of care provided by staff was reviewed through appraisal and supervision processes.

There were systems in place to support learning from patients' experiences and to ensure actions were taken to improve the quality of care. There were policies and procedures in place for all staff to follow, setting out the agreed ways of working in the clinic. There were checks in place to manage risks and identify and assess things that could go wrong.