Interview with Tong Medical Practice – what does it take to be Outstanding? (Part 1)

‘Outstanding’ - the word most practices are hoping makes an appearance or two in their CQC Inspection report when it finally arrives in their inboxes. Through hard-work, good organisation and sheer passion, Tong Medical Practice saw that goal achieved after their inspection in February this year.

As the first practice in Yorkshire and Humber  to be rated ‘Outstanding’, we decided to head to Bradford and find out a bit more about what stands this practice above the others and how the outcome of their inspection has affected morale.

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Left to right: Charan Sarai, Dr A J Moulson (Senior GP Partner), Perdy Gill (Business Manager)

The Practice

We met with Senior GP Partner, Dr A J Moulson and Business Manager, Perdy Gill at the practice in question, where the pair discussed the innovative ethos of the surgery.

Perdy also explains how their willingness to embrace new ideas in order to engage a younger population, has left them looking into ways of developing the way the practice uses technology,

“If you think about the younger population, everything is instant. So we acknowledge that, moving forward, healthcare has to change, and if the younger population are accessing healthcare through technology, we need to embrace that because that’s how they will access it when they become adults too.”

Tong Medical Practice, which serves over 8,000 patients has been praised for identifying the practice population and it’s needs. For example, the Bradford practice started running a teenage drop-in after their Advanced Nurse Practitioner, Joanne Rigg saw a need for it. Joanne was supported through training in order to help teenagers in the area through a number of issues, including sexual health via ‘Teenage Choice’.

Dr Moulson reveals that this led on to further projects to help the younger generation in the Bradford community,

“What we then did was link that service (‘Teenage Choice’) into the ‘Step 2 Young People Health Project’. Again, very much a community service who support teenagers. I think that’s what compliments us; we think about the bigger picture.”

One of the things the CQC Inspectors also commended the practice on was the longer appointments given on a case-by-case basis, particularly for the severely mental ill. Dr Moulson is clinical specialist lead for Bradford CCG’s Mental Health, and understands that both physical health and mental health need looked at alongside each other in many cases.

Pre-inspection

The practice started naturally making changes in the couple of years prior to the inspection. When Perdy joined the practice three yearsago everything was being done the right way, but the boxes weren’t being ticked and the systems and processes needed officially put in place.

“I think over the last two years we have made a lot of changes internally, we felt we needed to give a bit more structure to the organisation and have some strong processes and systems,” added Perdy.

“We put in a lot of groundwork and got to the stage where we were quite confident with how we functioned in the practice, and when CQC came along we saw it as an opportunity to demonstrate what we do about patient care and the quality we provide.”

The clear structure was something commended in Tong Medical Practice’s report, it also meant that staff were quickly able to find any information they needed during the inspection with inspectors noting this efficiency on the day too. Both also stressed the importance of working as a team within the practice, and filtering information down to all staff.

The practice also run a monthly report meeting, something also mentioned in the report. Dr Moulson described the meetings, “We discuss the monthly performance report at a clinical meeting, things like how we’re doing with QOF, KPI’s, referrals and prescribers. It’s all on there for clinicians to look at and see if they’re on track. The inspectors were quite impressed with that.”

Before the inspectors arrived, the practice organised a timetable for the inspection day to make the day flow a bit better and keep everything and everyone organised.

Perdy and staff at Tong Medical Practice made sure they had a log of everything and that everything was in place.

Although all the systems were in place before the inspection took place, it was Tong Medical Practice’s innovative streak that comes up repeatedly in the report – something which comes down to the passion of staff across the practice.

This is something Perdy re-iterated, “For CQC you need to demonstrate a level of compliance and organisation because you need that for good governance, but equally everything is about the best care and that comes with the wider team.”

To find out what happened during the inspection and how the practice plan to continue with their outstanding level of care, check out part two of our interview.

 

© First Practice Management, 2015. Unauthorised use and/or duplication of this material without express and written permission from this blog’s author and/or owner is strictly prohibited.

 

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Sam Riddell 05/08/2015

Well done


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