Manager Practice


Left and far left: PM Karen Fuat. Above: staff at Orchard Court Surgery


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WE KNOW WE ARE GOOD. WE ALWAYS AIM TO BE VERY GOOD BUT WE DIDN’T EXPECT TO BE OUTSTANDING


She shows me her copy of the report which bristles with multi-coloured stickies. “I went through it with a fine tooth comb as you can see.” The report found the practice Outstanding in four categories: safe, caring, responsive and well-led, and it was rated Good in providing effective services. Orchard Court also demonstrated “elements of outstanding practice” across six main population groups: older people; people with long term conditions; families, children and young people; working age people; vulnerable people and people experiencing poor mental health. Among some of the highlights the


inspectors praised the practice for its “open culture” in which safety concerns raised by staff and patients were integral to learning and improvement. “People here do feel comfortable about


raising issues,” says Karen. She puts this down in part to an egalitarian spirit among staff. “I am the manager but I don’t think I’m any more special. We are all on an equal level – doctors, nurses, cleaners. I can’t do their job and they can’t do mine.” The inspectors also cited specific safety


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initiatives such as a “buddy system” in which when one GP is away from the practice another takes responsibility for their letters, results and queries, and actions them. The report also praised the “patient-


centred culture” at the practice, stating: “We found many positive examples to demonstrate how patients’ lives were enhanced through the caring and supportive actions of staff.” These included a scheme to support diabetic Muslim patients during Ramadan and another dealing with recently bereaved patients and families in which a GP makes contact and a condolence card is sent. “I think absolutely everyone in this building


goes over and above what we are asked to do,” says Karen. The inspectors were also impressed with


the rapid and flexible appointment system at Orchard Court – and how the practice coordinates their appointments to reduce the number of times a patient has to attend. Karen explains: “If someone is seen by a GP who then wants some blood tests. They don’t go to the desk and make another appointment. The patient will have the blood test done right then by an HCA. Our GPs don’t


want an 80-year-old lady having to come back the next day.” Many more examples of outstanding care


at Orchard Court can be found in the full inspection report at http://goo.gl/VmiOIR It is evident that much of the success at


Orchard Court is down to good teamwork and the leadership provided by Karen and her partners. The report commented: “The cohesiveness shown amongst the whole team was remarkable…There was a high level of constructive engagement with staff and a high level of staff satisfaction.” Karen was pleased that this was so evident in the inspection. “I am very close to my staff. They never need an appointment to see me. My door is always open.” So what is her advice for other practices


contemplating their turn with the CQC? “You know at some stage they are coming.


They have been coming for the last two years,” she says. “Start getting organised now. It’s not going to take that long – and all the information is there on the website.”


Jim Killgore is an associate editor of Practice Manager


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