Christmas Closures

Please be aware that the surgery will be closing at 12 noon on Thursday 24th December 2015 and we will re-open on Tuesday 29th December 2015 at 8.30 am.

We will also be closed  Friday January 1st 2016 and we will re-open Monday 4th January 2016 8.30 am.

Please note it is your responsibility to ensure you have enough medication to cover the festive period. Please order early if neessary.

THE PRACTICE WILL BE COVERED BY OUR OUT OF HOURS PROVIDER. IF YOU NEED MEDICAL ADVICE OR URGENT TREATMENT PLEASE CONTACT THE SURGERY ON THE NORMAL NUMBER 0191 5675571 AND LISTEN TO THE OPTIONS AVAILABLE, OR YOU CAN CONTACT 111 AS NEEDED.

The Practice Staff would like to wish all our patients a Very Merry Christmas and a Happy & Healthy New Year .

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NEWS LETTER

New City Medical Centre

Patient Group Autumn Newsletter 2015

How quickly this year has gone by. Already we are into autumn and Christmas is not far away. It has been a busy year in our Practice, with a number of staff changes. Alison Sanderson, Practice Secretary will be leaving for pastures new on Oct.7th  We are sorry to lose her and wish her luck in her new role and every success in the future. The Practice is currently recruiting for Alison’s replacement. Adele Nelson, part-time Medical Receptionist left the Practice on 31st July 2015 and we were sorry to say goodbye. She has been replaced by Lauren Foster who joined us on 1stSept. as a full-time Admin-Clerk/Medical Receptionist and we hope she will enjoy working with us. On 12th Aug. We said goodbye to Dr Anna Ord she has been replaced by Dr Siobhan Mc Aleese as a long term locum until a suitable GP replacement is found. In November 2015 Dr Ravi Boora will be joining the Practice as a long term locum covering 8 Clinical Sessions (Surgeries) Dr Boora will be covering Monday, Tuesday, Wednesday and Thursday.   

Self  Awareness

We are all being told on a daily basis by our doctors and in the media to look at our bodies, so we thought this would be a good opportunity to remind our Patients how important it is that we examine our bodies and go to see our doctor if we are concerned about anything.

In women this means BREAST EXAMINATION. You should examine your breasts regularly and also have your check-up via a MAMMOGRAM. . There are leaflets available in the practice showing you how to self-examine your breasts, just ask the Nurse Practitioner for an illustrated copy and you can discuss with her what changes you are looking for and if you need further advice. After your first one you will be recalled every three years until you reach 70. Even when you reach 70 you can go on having a Mammogram but YOU MUST BOOK AN APPOINTMENT YOURSELF. Below there are a couple of websites which you might find useful.

http://publications.cancerresearchuk.org/downloads/product/HM_AP_Breast_Aug_2015.pdf

http://publications.cancerresearchuk.org/downloads/product/QG_breast_about.pdf

In men this is means examining for TESTICULAR Cancer. Self examination can help but do see your GP if you are concerned. Below is a website you may find helpful, or ask at Reception for a leaflet.

http://publications.cancerresearchuk.org/downloads/product/HM_AP_Testicular_Aug_2015.pdf

 

Autumn means flu vaccinations , so can we remind people that it is now time to book your vaccination. Just ask at Reception.

 

 

 

 

A Safe place to be

We should all be able to feel safe wherever we are in our community but sometimes there are problems. Our Practice has signed up to the SUNDERLAND SAFE PLACE SCHEME to give help to anyone who feels threatened, or worried. It may be that you are lost or have lost something, are frightened or been bullied and need somewhere to go for help and to feel safe. Each Safe Place will display a sign showing that it is a ‘Safe Place’ where you can go for help. More information is available from the Practice.

 

 

 

 

 

 

 

 

 

 

 

 

We hope that you will find this Newsletter interesting and that it may persuade you to join our Patient Group.

 

 

                                                                                    Patient Group

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travel and controlled drugs

Please can we make patients aware that if you are travelling for any extended period of time and asking for medication to cover your trip,  you may be asked to bring proof of your trip into the surgery so that the doctor can prescribe your medication approprately.

If you have any questions please contact the surgery.

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minutes of meeting from our patient group

Patient Group New City Medical Centre

Minutes of the meeting held on June 23rd

Present: Margaret Cook, Margery Balmer, Jackie Kent, Judith Whitfied, Janice Rush, Guests: Jackie Nixon Promoting Health Engagement Lead  and Rehena Sultana (Support Worker Bangladeshi Centre)

Apologies: Gillian Galbraith (withdrawn); Marie Mezzo (withdrawn); Moria Barton

Jackie Nixon explained her new role, which is involvement with Health champions network/Community connectors and Volunteering across communities. She explained how Community connectors are moving out into the community to support people with various problems e.g. Bereavement; Social isolation. She also explained how all the Support Services which have been separate groups are now linked together under the new umbrella: LIVE LIFE WELL.

Rehena Sultana explained some of the issues which exist within the Bangladeshi Community which we need to be aware of, if we are going to try and involve the Community in the PG.  We agreed to keep her informed as to how we are progressing because although the members of the Bangladeshi community communicate within their own community they do not communicate outside of it. She also said that she would come to future meetings when possible.  We have added her to our PG List.

Other business:

  1. Dr. Ord is leaving the Practice to take up a position abroad and we would like to wish her well.
  2. New Members It is becoming increasingly difficult to recruit and keep new members so we are going to look at the possibility of setting up a Virtual Group to enable people who would like to be a member but cannot commit themselves to coming to meetings to still be able to take part. We will report back at the next meeting.
  3. Joining with other PG’s We discussed the idea of joining with other PG’s in the East Locality to work together on common problems since no PG is particularly large. Janice will pass a list of the Practices and Practice Managers to Judy to contact them and arrange a meeting with their Patient Group.

Date of next meeting

The next meeting of the PG will Thursday September 10th at the NCMC at 2pm.

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news letter

The New City Medcial Centre

Patient  Group  Newsletter , Summer 2015

Hello. It seems that summer has finally arrived and we hope that you are all able to enjoy it. Over the last couple of Group Meetings we have discussed the reasons why we have a Patient Group and this is what we want to achieve:

 

Aims of the Patient Group (PG)

To give patients a voice in the GP practice. To raise awareness. To discuss suggestions/ideas and concerns. To promote health and well-being within the community by developing an open discussion forum. All patients are welcome either by becoming a member of the Group or by contacting the group .

Since our last letter we are pleased to report that Dr Mcaleese has become a permanent member of the medical team. Our Practice continues to introduce new ideas and they have recently begun to implement the Electronic Prescription Service .

Electronic Prescription Service

You can now order your prescription from the Surgery and have it sent electronically to the Pharmacy which you find most convenient to use. You still need to give 48 hours notice. Tell Reception the name of the Pharmacy you want to use and they will record it and set the process in motion. It is safer there is no paper copy, you don’t need to go to the Practice to pick-up your Prescriptions, saving you time, and since the new system was put in place  prescriptions are reaching pharmacies far quicker resulting in a huge reduction in delays, a bonus for the Practice.

 

 

 

 

 

Patient Group Activities

Over the past three months the PG has displayed health information on the PG Noticeboards about the following three health conditions:

During April the focus was on Multiple Sclerosis and the PG board displayed information about MS and contacts names.

May’s focus was Dementia.

There are currently 850,000 people in the UK with dementia and it is forecast to increase making it necessary to raise awareness about what Dementia is, what it is like to live with and to understand how small things can make a difference to people with the condition. It is by working together that we can create a more dementia friendly community. The Alzheimer’s Society has created ‘Dementia Friends’ which is a social movement to increase understanding and inspire people to take action. It is delivered by Dementia Friends Champions using awareness of 5 key messages – material developed by the Alzheimer’s Society – which is funded by the Cabinet and the Department of Health. It has created over one million Dementia Friends whose role is to spread these messages:

(1) Dementia is not a natural part of ageing

(2) It is caused by diseases of the brain

(3) It is not just about losing your memory

(4) It’s possible to live well with dementia and

(5) There’s more to the person than the dementia.

The Sunderland Bangladesh International Centre is running Memory Lane “a new project specifically designed for people with dementia and their carers from black and minority ethinc (BME) communities in Sunderland.” If you would like more information about this service please contact Samouka Dore on 07944480205 or email him at samouka.dore@sb-international.org.uk

June is Deafness Awareness month and information is dislplayed on the Notice Board in the upstairs Waiting Room.

 

Survey on the On-line Appointment and On-line Prescription Service

. This survey will be carried out during June and July and the copies are being distributed by the Staff in Reception, on behalf of the Patient Group. The practice is running this to elicit your views. PG would urge you to participate because it is important that our views are collected and acted upon.

It is important that we embrace these new systems, but we must make sure that our patients get the most benefit from them.

You will also be given a copy of the Aims of the Patient Group.

 

 

 

This is an advanced notice about a new breast-care service which will be available in Sunderland shortly.

START Help get the best new service for Sunderland Sunderland CCG choose and buy health services for Sunderland residents. We are starting to plan a brand new breast-care service for people in the city and want to get the views of anyone from Sunderland who has NHS treatment or surgery for a problem with their breast.

Treatment might have been for either breast cancer or another issue – like a lump that wasn’t cancer – and we’d like to hear from men as well as women. It doesn’t, however, include breast screening (your regular mammogram). The vast majority of patients who get referred with symptoms do not have cancer and it is very important we hear from those people too. We want to make sure that new service is the best it can possibly be and with your help we can do that.  Your comments and feedback are the starting point as your experience is vital to how we will plan the service and decide who will provide it for us. If you have experienced treatment, we will soon be launching a survey and we would be very grateful if you complete it.  The survey will be online or available in print from your GP or pharmacy. If you are interested you can ask us to send you the survey directly –  just email SUNCCG.sccg@nhs.net  or call 0191 217 2670 with your details and we’ll send you the questionnaire. Copy sent from Helen Gray.

It is rather a lengthy Newsletter this time but we hope the information will be useful to you. Please let us have your comments/suggestions/thoughts because we represent all of you.                       Your Patient Group

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CQC Inspection report

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 1

Inspection Report

We are the regulator:

Our job is to check whether hospitals, care homes and care

services are meeting essential standards.

The New City Medical Group

The New City Medical Centre, Tatham Street,

Sunderland, SR1 2QB

Tel: 01915675571

Date of Inspection: 14 November 2013 Date of Publication:

December 2013

We inspected the following standards as part of a routine inspection. This is what we

found:

Respecting and involving people who use

services

Met this standard

Care and welfare of people who use services

Met this standard

Cleanliness and infection control

Met this standard

Supporting workers

Met this standard

Assessing and monitoring the quality of service

provision

Met this standard

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 2

Details about this location

Registered Provider Dr Sarah Schofield

Registered Manager Dr. Sarah Schofield

Overview of the

service

New City Medical Croup is a General Medical Service

practice with two full time partners. Additional appointments

are provided the Nurse Practitioner and practice nurses. The

surgery is in a purpose built surgery with consulting rooms

on both the ground and first floor. There is a lift to give

access to all areas of the building. It has good access to

public transport and is within walking distance of the centre

of Sunderland.

Type of services Doctors consultation service

Doctors treatment service

Regulated activities Diagnostic and screening procedures

Family planning

Maternity and midwifery services

Surgical procedures

Treatment of disease, disorder or injury

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 3

Contents

When you read this report, you may find it useful to read the sections towards the back

called ‘About CQC inspections’ and ‘How we define our judgements’.

Page

Summary of this inspection:

Why we carried out this inspection 4

How we carried out this inspection 4

What people told us and what we found 4

More information about the provider 5

Our judgements for each standard inspected:

Respecting and involving people who use services 6

Care and welfare of people who use services 8

Cleanliness and infection control 10

Supporting workers 12

Assessing and monitoring the quality of service provision 14

About CQC Inspections

16

How we define our judgements

17

Glossary of terms we use in this report

19

Contact us

21

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 4

Summary of this inspection

Why we carried out this inspection

This was a routine inspection to check that essential standards of quality and safety

referred to on the front page were being met. We sometimes describe this as a scheduled

inspection.

This was an unannounced inspection.

How we carried out this inspection

We looked at the personal care or treatment records of people who use the service,

carried out a visit on 14 November 2013, observed how people were being cared for and

checked how people were cared for at each stage of their treatment and care. We talked

with people who use the service, talked with carers and / or family members, talked with

staff and reviewed information given to us by the provider. We reviewed information sent

to us by commissioners of services, reviewed information sent to us by other authorities,

talked with commissioners of services and talked with other authorities.

What people told us and what we found

We spent time during our visit observing how the practice worked and speaking to

patients, staff and stakeholders. Patients told us they felt their needs were met by the

practice and we saw positive exchanges between patients and staff. One person said,

“They always give me a good service,” Another said “Staff are really nice, including the

receptionists”.

Patients we spoke with told us they could always get an appointment when they needed

one and emergency slots were available if they needed to see a GP or nurse urgently.

One told us the doctors were “Excellent, they always explain what is wrong and what

treatment is available.”

Care and treatment was planned and delivered in a way that was intended to ensure

people’s safety and welfare. We saw the general practitioners followed national guidance

as well as local Clinical Commissioning Group (CCG) guidelines to make sure they were

following best practice.

We saw the practice was up to date with infection control policies and procedures and

when we spoke with staff they had a clear understanding how to reduce the risk of cross

infection. The surgery was clean and well maintained.

Staff were provided with support, guidance and training to make sure they were able to

carry out their role safely and their performance was monitored to maintain the standards.

The provider had an effective system in place to identify, assess and manage risks to the

health, safety and welfare of people who use the service and others.

You can see our judgements on the front page of this report.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 5

More information about the provider

Please see our website www.cqc.org.uk for more information, including our most recent

judgements against the essential standards. You can contact us using the telephone

number on the back of the report if you have additional questions.

There is a glossary at the back of this report which has definitions for words and phrases

we use in the report.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 6

Our judgements for each standard inspected

Respecting and involving people who use services

Met this standard

People should be treated with respect, involved in discussions about their care

and treatment and able to influence how the service is run

Our judgement

The provider was meeting this standard.

People’s views and experiences were taken into account in the way the service was

provided and delivered in relation to their care.

Reasons for our judgement

The practice manager confirmed that the information about the practice was on the NHS

choices website which also included a variety of patient information such as appointment

times and the specialist clinics and support available.

People were given information both about the practice and general health issues. We saw

a range of general health information and practice publicity in the waiting room on the

ground floor and in the small waiting room on the first floor. The small area on the first floor

close to the consulting rooms had a large range of targeted practice leaflets and

information which were season and theme specific, for example advice regarding flu

vaccines.

The practice staff were aware of the availability and access to the interpreting service,

should this be needed, and information was available to tell staff how to access it. The

practice manager was aware of the constraints for privacy in the waiting room and so they

had made available a booth type reception desk next to the main desk. She also gave

examples of private spaces which would be used where patients wanted to discuss

matters in private.

The surgery had a chaperone policy by which the practice nurse would act as chaperone,

however if not available the reception staff would provide the role. The availability of a

chaperone was made known to the patients through the practice leaflet and a notice in the

waiting area.

We saw that bookable appointments for all clinicians were generally available within 24

hours which suggested people could access the service. Patients told us they had not

experienced any problems getting appointments when they needed one. Urgent

appointments were also made available as necessary. Appointments were made available

at different times of day and the practice operated evening surgeries until 6pm Monday to

Friday.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 7

The practice used “Choose and Book”. The information we looked at confirmed that

patients were routinely given the choice of hospitals, although we were told most would

choose the local hospitals or take their advice regarding regional services.

The practice manager showed us leaflets, publicity and letters which the practice used as

part of the ‘Choose Well’ scheme to raise awareness of different NHS services and to

encourage patients to make the most appropriate use of these.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 8

Care and welfare of people who use services

Met this standard

People should get safe and appropriate care that meets their needs and supports

their rights

Our judgement

The provider was meeting this standard.

Care and treatment was planned and delivered in a way that was intended to ensure

people’s safety and welfare.

Reasons for our judgement

Care and treatment was planned and delivered in a way that was intended to ensure

people’s safety and welfare. We saw that the general practitioner followed national

guidance as well as local Clinical Commissioning Group guidelines for areas of care such

as hernia, urinary incontinence and rectal issues to ensure appropriate referrals. The

surgery used the national systems for patient information leaflets.

We spoke with six patients and without exception, they told us they were satisfied with the

standard of care they received at the practice. One person said, “I have always seen Dr

Partington, but the one I have seen recently is really good as well” and another said “I had

to be referred to the hospital and they sorted it out for me, I was really happy, all staff are

really good”.

Patients we spoke with said their appointments were sometimes delayed but never for

very long and that they were kept informed of any delay. They told us they were given the

time they needed with the doctor to discuss their health issues or concerns. We observed

people using the touch screen technology to register their arrival in the practice; the usual

reception desk checking in system was also available.

The practice had equipment for managing emergencies with medication and other

resuscitation equipment. All items including drugs were within the expiry date and regular

equipment checks were undertaken. We saw all the staff had access to the information

they needed about clinical protocols on line.

The computer system included an alert which appeared on the screen when a patient is

seen, for example people on special medication or one who is overdue for a monitoring

visit for a chronic condition. Also children who are on an “at risk register” are identified in

the “problem page” of the patient computerised record.

We looked at how the surgery managed certain conditions, including asthma, and

diabetes. We saw clear treatment plans were in place for people, dependent on the

medical condition and these were managed by the particular member of staff identified.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 9

The administration staff had specific roles in the management of chronic disease

management and this was overseen by the practice manager.

The practice had recently achieved the Palliative Care award and had reviewed the way

they met the needs of people requiring this service including their medication and clinical

information about their care. We were told about specific meetings held with members of

the primary health care team these included palliative care meetings and meetings

regarding children at risk.

Health promotion information, such as diet and exercise advice was available in the

waiting room on the electronic display board; there was also a large selection of pamphlets

and leaflets in the waiting room. One patient told us, “They make sure we have the right

information for us to choose a healthy lifestyle”.

The doctor and nursing staff continued to maintain their skills and competencies as part of

their on-going professional registration. This is checked by the practice manager to ensure

that the registration remains current.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 10

Cleanliness and infection control

Met this standard

People should be cared for in a clean environment and protected from the risk of

infection

Our judgement

The provider was meeting this standard.

People were protected from the risk of infection because appropriate guidance had been

followed and people were cared for in a clean, hygienic environment.

Reasons for our judgement

We spent time with the staff on duty during the visit and asked them about their

understanding of how they assessed the risk, detected, prevented and controlled the

spread of health care associated infections.

We spoke with the Nurse Practitioner who took responsibility for infection control. She told

us that disposable equipment was used for specific clinical procedures such as cervical

smears. We saw how this equipment was stored and managed, for example aprons and

disposable gloves available in all of the clinical areas. She told us disposable items were

used and disposed of in line with best practice guidelines. There was a system for labelling

and disposing of clinical waste which was carried out by the contractor responsible for

removal of the waste.

We saw there were separate hand wash sinks available for people to clean their hands.

Not all of the hand washing areas had advice displayed to give people appropriate

guidance on good hand wash technique. We were told by the practice manager that this

had been addressed following our visit. Hand wash gel was available from dispensers in

the entrance to the clinical areas. This meant that patients and staff were being support to

maintain good hand hygiene practices.

The clinical areas were clean, tidy and well organised. We saw effective systems in place

to ensure that unused (clean) and used (dirty) equipment were stored appropriately. We

reviewed files which contained guidance to support staff to ensure they were following

good practice guidelines, for example personal protective equipment such as gloves.

We saw that the practice had a domestic cleaner employed directly by the practice. This

meant they could monitor the standards and make any amendments to the cleaning

schedule if necessary. The practice was clean and well maintained.

We spoke with several patients during or after the inspection and they told us they were

happy with the standard of cleanliness. Comments included: “The surgery is clean and

well organised” and “I’ve never given it a thought which probably means it’s always clean.”

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 11

Most of the furnishings and floor coverings in the surgery, including those fitted in the

consulting rooms were washable. We noted the use of some pillows used on the

examination couches needed new covers to make them water proof. Plans were in place

to address these issues.

A policy, with the relevant contact details was available to enable the staff to respond

appropriately in the event of an outbreak of a communicable disease. An infection control

policy was also in place which was reviewed annually.

There were effective systems in place to reduce the risk and spread of infection.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 12

Supporting workers

Met this standard

Staff should be properly trained and supervised, and have the chance to develop

and improve their skills

Our judgement

The provider was meeting this standard.

People were cared for by staff who were supported to deliver care and treatment safely

and to an appropriate standard.

Reasons for our judgement

The practice manager was responsible for ensuring all staff were up to date with the

training they needed to carry out their role. She did not have an overview of all of the

mandatory training staff required to carry out their role. The provider may find it useful to

note that introducing this would give her the opportunity to identify what staff training to

organise and which staff needed to be updated.

We spoke with the Nurse Practitioner who showed us the records of the training she had

completed. She had undertaken all of the training she required to carry out her role safely

and maintained her competence by undertaking updates of the training in line with relevant

guidance. For example she had recently attended updates on cervical screening and

holiday vaccinations. She had also identified, as part of her professional development, that

she would like to develop her knowledge in sexual heath so that she could provide a more

extensive service to the patients in the practice. This training had recently been arranged.

We reviewed the training with the practice manager and found that some additional

training, or updates of the training was required. A receptionist told us she had received

the training she needed to carry out her role, for example read code training and training

for the new IT system. She also told us she had received training in first aid and fire

prevention and evacuation. Another receptionist confirmed she had also had received the

mandatory training and we saw their certificates which they held in their own training

records.

We saw records which showed that staff had received training in safeguarding, health and

safety and resuscitation, however there were gaps in statutory staff training for fire training

and adult protection training. Also training in dealing with complaints would have been

helpful for staff. The practice manager confirmed following the visit that training had been

identified and arranged for those staff who needed updates. The provider may find it useful

to note that this training must be maintained to make sure staff were safe and to maintain

the safety of others.

We spoke with the doctor who told us they maintained their own training in line with the

registration requirements. We checked the registration status of the doctors working in the

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 13

practice, they were appropriately licensed. This means that they were subject to

revalidation of their ability to practice which included maintaining their training and having

regular appraisals.

The staff we spoke with told us they had annual appraisals with the practice manager we

saw the records of these and they were up to date. The new practice manager had carried

out an appraisal with each of the staff in 2013. When we spoke with the staff they told us

these gave them an opportunity to their further training and development needs. Staff told

us they could speak with the practice manager and the doctors if they had any concerns or

they thought things could be done differently or better.

The staff we spoke to said they felt supported to carry out their role. For example, the

practice nurse told us she could attend practice nurse groups locally and received informal

clinical support from the doctor and practice nurses who were co-located in the health

centre. She also told us she could speak to other nurses in the health centre and that the

doctor was “Very approachable”.

We noted there were sufficient numbers of staff on the day, which was the normal staffing

complement, to provide effective levels of support and care to the patients using the

service which meant that the staff could carry out their role effectively.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 14

Assessing and monitoring the quality of service

provision

Met this standard

The service should have quality checking systems to manage risks and assure

the health, welfare and safety of people who receive care

Our judgement

The provider was meeting this standard.

The provider had an effective system to regularly assess and monitor the quality of service

that people receive.

Reasons for our judgement

We looked at the way the practice made sure patients received safe quality care,

treatment and support, due to effective decision making and the management of risk to

their health welfare and safety.

Records of significant events were kept in line with the practice policies and they contained

a date when they had been reviewed. All incidents were reported on the ‘Datax’ database.

For example there was an event in which the security of the medication cupboard had

been compromised. Action was taken immediately and a plan was put in place to prevent it

reoccurring.

During the visit we saw patient records stored in unlocked filing cabinets (and some on top

in open boxes) in a room which was not locked or secured. They could be accessed by

people using a meeting room and an adjoining room used by patients during surgery

times. The practice manager told us that these rooms were never accessed by people

unless accompanied by a member of staff but agreed that this could not be guaranteed as

they were on a shared corridor. We were given evidence following the visit that this had

been addressed by the addition of key pad locks to these rooms. This meant that patient

records could be kept safe and patient confidentiality could be ensured.

The surgery had a first aid book and risk and Incident forms, a copy of these would be sent

to clinical commissioning group as necessary and one copy kept on file at the practice.

The practice manager told us she reviewed the surgery risk assessments and was aware

of the elements required to ensure it was complete and up to date.

We looked at the quality and outcome framework (QOF) GP practice results. This showed

the practice was continuing to review its activity for chronic disease management, for

example, asthma, diabetes, hypertension, and mental health.

There was a practice complaints procedure which was implemented by the practice

manager. She told us she would handle any concerns, as was identified in the practice

leaflet.

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The practice manager described the practice system for dealing with mail and read coding,

which is detailed clinical coding of multiple patient information, such as social

circumstances, clinical signs, laboratory tests and results, diagnosis etc. This showed that

at each stage of the process there was an audit trail. The secretaries also had

responsibility of reviewing new patient records and adding relevant read codes.

The practice held formal internal meetings which meant that they kept staff up to date with

relevant information during these meetings and during informal discussions. There were

also weekly clinical meetings. This meant staff were receiving the information they

required to give them the opportunity to participate in the running of the practice and

discuss clinical issues.

The following audits had been carried out recently: waiting times for cancer patients,

erectile disfunction management and referrals and statin prescribing patterns.

The practice had a patient participation (PPI) group arranged and led by the practice

manager. We saw that recent changes had been made to the patient registration form

which included information about the PPI group and an invitation to take part. There was

also a practice newsletter which was available in the waiting rooms and was going to be

added to the website.

There was an identified safeguarding lead and all staff we spoke with were aware of this.

They confirmed they had received training at the relevant level for their role although

updates were needed.

There was an up to date fire plan and evacuation procedure and the practice had a

business continuity plan. The provider had an effective system in place to identify, assess

and manage risks to the health, safety and welfare of people using the service and others.

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About CQC inspections

We are the regulator of health and social care in England.

All providers of regulated health and social care services have a legal responsibility to

make sure they are meeting essential standards of quality and safety. These are the

standards everyone should be able to expect when they receive care.

The essential standards are described in the Health and Social Care Act 2008 (Regulated

Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations

2009. We regulate against these standards, which we sometimes describe as “government

standards”.

We carry out unannounced inspections of all care homes, acute hospitals and domiciliary

care services in England at least once a year to judge whether or not the essential

standards are being met. We carry out inspections of other services less often. All of our

inspections are unannounced unless there is a good reason to let the provider know we

are coming.

There are 16 essential standards that relate most directly to the quality and safety of care

and these are grouped into five key areas. When we inspect we could check all or part of

any of the 16 standards at any time depending on the individual circumstances of the

service. Because of this we often check different standards at different times.

When we inspect, we always visit and we do things like observe how people are cared for,

and we talk to people who use the service, to their carers and to staff. We also review

information we have gathered about the provider, check the service’s records and check

whether the right systems and processes are in place.

We focus on whether or not the provider is meeting the standards and we are guided by

whether people are experiencing the outcomes they should be able to expect when the

standards are being met. By outcomes we mean the impact care has on the health, safety

and welfare of people who use the service, and the experience they have whilst receiving

it.

Our inspectors judge if any action is required by the provider of the service to improve the

standard of care being provided. Where providers are non-compliant with the regulations,

we take enforcement action against them. If we require a service to take action, or if we

take enforcement action, we re-inspect it before its next routine inspection was due. This

could mean we re-inspect a service several times in one year. We also might decide to reinspect

a service if new concerns emerge about it before the next routine inspection.

In between inspections we continually monitor information we have about providers. The

information comes from the public, the provider, other organisations, and from care

workers.

You can tell us about your experience of this provider on our website.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 17

How we define our judgements

The following pages show our findings and regulatory judgement for each essential

standard or part of the standard that we inspected. Our judgements are based on the

ongoing review and analysis of the information gathered by CQC about this provider and

the evidence collected during this inspection.

We reach one of the following judgements for each essential standard inspected.

Met this standard

This means that the standard was being met in that the

provider was compliant with the regulation. If we find that

standards were met, we take no regulatory action but we

may make comments that may be useful to the provider and

to the public about minor improvements that could be made.

Action needed

This means that the standard was not being met in that the

provider was non-compliant with the regulation.

We may have set a compliance action requiring the provider

to produce a report setting out how and by when changes

will be made to make sure they comply with the standard.

We monitor the implementation of action plans in these

reports and, if necessary, take further action.

We may have identified a breach of a regulation which is

more serious, and we will make sure action is taken. We will

report on this when it is complete.

Enforcement

action taken

If the breach of the regulation was more serious, or there

have been several or continual breaches, we have a range of

actions we take using the criminal and/or civil procedures in

the Health and Social Care Act 2008 and relevant

regulations. These enforcement powers include issuing a

warning notice; restricting or suspending the services a

provider can offer, or the number of people it can care for;

issuing fines and formal cautions; in extreme cases,

cancelling a provider or managers registration or prosecuting

a manager or provider. These enforcement powers are set

out in law and mean that we can take swift, targeted action

where services are failing people.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 18

How we define our judgements (continued)

Where we find non-compliance with a regulation (or part of a regulation), we state which

part of the regulation has been breached. Only where there is non compliance with one or

more of Regulations 9-24 of the Regulated Activity Regulations, will our report include a

judgement about the level of impact on people who use the service (and others, if

appropriate to the regulation). This could be a minor, moderate or major impact.

Minor impact –

people who use the service experienced poor care that had an impact on

their health, safety or welfare or there was a risk of this happening. The impact was not

significant and the matter could be managed or resolved quickly.

Moderate impact –

people who use the service experienced poor care that had a

significant effect on their health, safety or welfare or there was a risk of this happening.

The matter may need to be resolved quickly.

Major impact –

people who use the service experienced poor care that had a serious

current or long term impact on their health, safety and welfare, or there was a risk of this

happening. The matter needs to be resolved quickly

We decide the most appropriate action to take to ensure that the necessary changes are

made. We always follow up to check whether action has been taken to meet the

standards.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 19

Glossary of terms we use in this report

Essential standard

The essential standards of quality and safety are described in our

Guidance about

compliance: Essential standards of quality and safety

. They consist of a significant number

of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the

Care Quality Commission (Registration) Regulations 2009. These regulations describe the

essential standards of quality and safety that people who use health and adult social care

services have a right to expect. A full list of the standards can be found within the

Guidance about compliance

. The 16 essential standards are:

Respecting and involving people who use services – Outcome 1 (Regulation 17)

Consent to care and treatment – Outcome 2 (Regulation 18)

Care and welfare of people who use services – Outcome 4 (Regulation 9)

Meeting Nutritional Needs – Outcome 5 (Regulation 14)

Cooperating with other providers – Outcome 6 (Regulation 24)

Safeguarding people who use services from abuse – Outcome 7 (Regulation 11)

Cleanliness and infection control – Outcome 8 (Regulation 12)

Management of medicines – Outcome 9 (Regulation 13)

Safety and suitability of premises – Outcome 10 (Regulation 15)

Safety, availability and suitability of equipment – Outcome 11 (Regulation 16)

Requirements relating to workers – Outcome 12 (Regulation 21)

Staffing – Outcome 13 (Regulation 22)

Supporting Staff – Outcome 14 (Regulation 23)

Assessing and monitoring the quality of service provision – Outcome 16 (Regulation 10)

Complaints – Outcome 17 (Regulation 19)

Records – Outcome 21 (Regulation 20)

Regulated activity

These are prescribed activities related to care and treatment that require registration with

CQC. These are set out in legislation, and reflect the services provided.

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Glossary of terms we use in this report (continued)

(Registered) Provider

There are several legal terms relating to the providers of services. These include

registered person, service provider and registered manager. The term ‘provider’ means

anyone with a legal responsibility for ensuring that the requirements of the law are carried

out. On our website we often refer to providers as a ‘service’.

Regulations

We regulate against the Health and Social Care Act 2008 (Regulated Activities)

Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009.

Responsive inspection

This is carried out at any time in relation to identified concerns.

Routine inspection

This is planned and could occur at any time. We sometimes describe this as a scheduled

inspection.

Themed inspection

This is targeted to look at specific standards, sectors or types of care.

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Inspection Report | The New City Medical Group | December 2013 www.cqc.org.uk 21

Contact us

Phone: 03000 616161

Email: enquiries@cqc.org.uk

Write to us

at:

Care Quality Commission

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

Website: www.cqc.org.uk

Copyright Copyright © (2011) Care Quality Commission (CQC). This publication may

be reproduced in whole or in part, free of charge, in any format or medium provided

that it is not used for commercial gain. This consent is subject to the material being

reproduced accurately and on proviso that it is not used in a derogatory manner or

misleading context. The material should be acknowledged as CQC copyright, with the

title and date of publication of the document specified.

 

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results of our phone poll

Results of the October 2014 survey into the new automated telephone system at New City Medical Centre.

New City has 5,300 registered patients and a survey was conducted by the Patient Group (PG) during October 2014. Members of the PG were present on six half days during October and managed to elicit the views of patients attending the surgery on those days. There was the potential to speak to 279 patients who had appointments with the healthcare team during the hours when members of the PG were present. However due to the small numbers of the PG and their availability only 126 (45%) patients were approached; of which 124 kindly completed the survey; only two patients refused. The following is an overview of the findings.

Ease of usage: In response to this question the chart below shows the resulting responses:

This shows that one quarter of the patients completing the survey had either never used the new telephone system or had found no difference in it, however 18 (14%) had experience difficulty with it. The majority 74 (60%) found the new system easy or very easy to use. When asked for comments regarding the telephone system usage ranged from positive responses stating it was ‘no problem’; ‘easier’ and ‘liked the one number better than the separate numbers’.  Nevertheless there were others who were not so positive about it remarking about the length of the call; ‘put on hold which is time consuming and costly’; ‘very costly if you pay by the minute for your calls’; one person stated ‘on hold for 20 minutes’. Others remarked on ‘the lack of ring back facility’ with one stating they ‘tried to get through all day and finally when to the surgery instead’. A few acknowledged that if you had hearing problems this system was not the best to use. Others commented that they would prefer to talk to a person rather than an automated system.

 

 

 

Number of times used: in response to this question the chart below indicates the usage of the new telephone system:

This shows that 5 (4%) of patients did not answer this question, that may have been because they had either never used or did not notice any difference to the system as 32 (26%) reported. 87 (70%) of those who had used the system had used it ranging from once to more twice.

Awareness of Patient Group: The survey also addressed the questions regarding whether patients at New City were aware that there was a Patient Group and whether they would be interested in joining. The charts below indicate the results of these questions.

As the two previous charts show slightly more than half attending patients 68 (54%) were unaware of the PG however 53 (42%) were aware and 4% did not answer. Though when asked if they were interested in joining the PG the majority 99 (79%) were not interested in joining with another 3 (4%) not responding but on the plus side 22 (17%) indicated their willingness to be involved. The PG has gained potential new members resulting from this survey.

Comments made: Whilst the majority of the patients were satisfied with the care received at New City the survey also gave patients the opportunity to raise any queries they may wish raised; these involved the following: Most were in regard to the waiting times for appointment with the general consensus that more GPs are needed. The turnover of GPs/locums was also an issue with many complaining that there were only certain times when particular GPs were available. Another aspect was that patients cannot make appointments for the following day in surgery. Patients also remarked that there is a need for better coordination between the team; one patient stated ‘I attended the surgery three times in one day for different reasons for example to see doctor, have bloods taken and collecting prescription’. Privacy in the reception area was another concern with some patients suggesting ‘bring back the TVs so everyone doesn’t hear your conversation’. However for some it was the problem of inadequate translation services if English is not their first language.

 

May the Patient Group take the opportunity to thank all those patients who kindly completed the survey and we would like to wish all patients and staff at New City Medical Centre a Happy Christmas and good wishes for 2015.

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patient group newsletter

The New City Medical Centre

Patient Group Newsletter December 2014

Welcome to our last Newsletter of 2014. We are very pleased to see that it appears to be a success so if you have items which you think may be useful please pass them on. We are a busy practice and are happy to report that our numbers are steadily increasing and we look forward to becoming more active on your behalf however if any of you are still interested in joining us then please do ask at Reception for details.

On an unhappy note, we said goodbye to Dr Clarke in October however we welcome Dr Ryan McAleese who joins the practice on a permanent basis in January and we hope he enjoys being a part of the practice.

As most of you are aware, in July the practice began using only one automated telephone number 01915675571 instead of the previous four. We (The Patient Group) were asked to carry out a survey to gather what you thought of this change. Most of the patients we asked seemed to like it while some did not find it very easy to use.

We have dedicated the rest of the newsletter to a brief overview of these results (please ask reception for full report)

New City has 5,300 registered patients and the survey was conduct by the Patient Group (PG) on six half days during October 2014 and managed to elicit the views of 126 (45%) patients from the potential 279 patients attending the surgery on those days. 124 of the 126 kindly completed the survey the remaining two patients refusing to partake.

 

 

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FLU Clinics

We are now booking our flu clinics. If you would like to make an appointment please pop in or give us a call and we will make an appointment for you.

If you are unsure if you qualify for a vaccine we will be happy to check for you and book an appointment if it is appropriate.

Thank you

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Telephone Disruption

The practice is having a new telephone system fitted in July 2014. Due to this we may experience some disruption in our service.

We aim to try and keep this disruption to a minimum, but would like to apologise for any inconvenience that this may cause to patients when they are trying to contact the surgery between jJuly 15th and July 17th.

If you need to contact the surgery on the 17th July we would ask that you use the following telephone number 0191 5673070. This will be the only number available on that day.

The Prescription line and test result line will cease to be in use as of the 17th July.  However the services will remain in place via the main telephone number at the same times. The only contact number for the surgery after this date will then be 0191 5675571.

Again we apologise for any inconvenience.

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