Listening and Responding to Patient Feedback Key to Achieving Outstanding CQC Rating

The Care Quality Commission has found the quality of care provided by Shinwell Medical Centre, Peterlee to be Outstanding following an inspection carried out in January 2017.

Inspectors rated the practice as Outstanding for responsiveness and well-led, and Good for safe, effective and caring, giving them their overall Outstanding rating.

Inspectors were particularly impressed by levels of staff motivation and patient engagement:

  • The practice is at the heart of the community it serves, supporting the community as a whole, rather than simply dispensing medical advice and support.
  • Feedback from patients demonstrated a culture of listening to feedback, learning from feedback and adapting services as a result of feedback.
  • Staff are supported to go the extra mile for patients and look for opportunities to improve services.
  • Public health prevention and promotion as part of the NHS agenda is a priority for the practice.
  • The practice visits local primary schools to familiarise the children with medical equipment and talk about health promotion.
  • The practice works closely with other organisations and with the local community in planning how services are provided to ensure that they met patients’ needs.

CQC’s Deputy Chief Inspector of General Practice in the North, Alison Holbourn says:

“Shinwell Medical Centre is an impressive service that consistently responded to local difficulties faced by patients with real commitment to their wellbeing.”

“In response to local authority plans to close a community centre in the area, they set up a charitable trust to save it. They also successfully took on the contract for another local GP practice that was closing, providing care for an additional 800 patients.”

“The feedback we received from people using their services was extremely positive. The practice also listened to the feedback people gave and used it to improve their services.”

“The practice is extremely well-led, with management always pushing for continuous improvement. We saw staff that were highly motivated, going above and beyond what their jobs required to provide outstanding care.”


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