- GP practice
Hollyhurst Medical Centre
Report from 14 November 2024 assessment
Contents
Ratings
Our view of the service
Hollyhurst Medical Centre an NHS GP practice which provides primary care services to patients in the Blaydon area of Gateshead. There is also a branch practice called Elvaston Road Surgery which provides primary care services to patients in the Ryton area of Gateshead. We visited the main registered location and the branch practice as part of this assessment. The sole provider is registered with CQC to deliver the Regulated Activities: the treatment of disease, disorder or injury; diagnostic and screening procedures; family planning, maternity and midwifery services and surgical procedures. The practice is situated within the North East and North Cumbria Integrated Care Board (ICB) area and delivers Personal Medical Services (PMS) to a patient population of about 4,500. This is part of a contract held with NHS England. The last comprehensive inspection of this service took place in September 2022, when it was rated as good overall and for all of the key questions except for effective where it was rated requires improvement. We carried out this assessment on 20 June 2024. The reason for the assessment was in response to the previous inspection which rated the effective domain as requires improvement. The service has been rated as requires improvement overall and for the key questions safe and well-led. We found 2 breaches of the legal regulations in relation to governance and staffing. This is because some systems and processes were ineffective to provide clear oversight of governance arrangements to ensure risks were considered, managed and where possible mitigated for patients, staff and visitors to the practice. These included the lack of clinical supervision, an effective audit process, oversight of staff workloads on the clinical operating system and infection prevention and control and fire risk assessments. Effective, caring and responsive were rated as good.
People's experience of this service
People were positive about the quality of their care and treatment. Recent survey results, including from the National GP Patient Survey and the NHS Friends and Family Test, showed people were satisfied with services. The practice was consistently above national averages for care and compassion. Results for access to the practice were above national averages except for satisfaction with an appointment time which was in line with the national average. We received 1 patient complaint since our previous inspection in September 2022. The NHS Choices website received 3 items of feedback, 2 regarding poor response times and 1 for a reception staff member’s attitude towards a patient over the telephone. There was not an active patient participation group to represent the views of people using the practice and this had been the case since the Covid Pandemic in 2020. Although the Practice does not have an active group, they do operate a monthly patient survey to gather some feedback.