A general practice in North London has been rated ‘outstanding’ by the Care Quality Commission (CQC), and praised for its ‘person-centred culture’ as well as ‘going the extra mile’.
The Muswell Hill Practice, in the borough of Haringey, also impressed CQC inspectors by acting on feedback to improve care and by filling long-standing nurse vacancies.
Patient input informed the design of the practice’s new, purpose-built location – having moved from its previous premises in August 2022 – and was used in a decision to provide out-of-hours appointments.
In addition to receiving an overall rating of ‘outstanding’ following the November 2023 inspection, the practice was rated ‘outstanding’ for being caring and well led. The CQC also rated Muswell Hill ‘good’ for being safe, effective and responsive.
In its previous inspection at its former location, the practice was rated ‘good’ overall and in all categories.
Jane Ray, CQC deputy director of operations in London, said: ‘We saw the practice was proactive in managing people’s health needs and risks, including for people with long-term conditions.
‘Staff told us they felt valued, listened-to, and were proud to work for the Muswell Hill Practice.’
Ms Ray added that the staff ‘deserve to feel proud’, and said the CQC hopes other providers read the inspection report ‘to see what they can learn’.
One of the initiatives highlighted in the CQC’s report was the Muswell Hill Practice’s compassion-focused pathway for patients who have suffered a miscarriage.
When hospitals notify the practice that a miscarriage has occurred, the team sends a text or email to the patient expressing condolences and offering support, as well as providing links to other organisations.
In addition, an alert is added to the patient’s record informing staff to prioritise an appointment booking if the patient requests one.
The CQC report, published this month, also noted the practice’s regular wellbeing sessions for staff, with access to occupational health services provided.
High levels of staff retention were reported, with long-standing nurse vacancies also being filled.
The Muswell Hill Practice expressed its ’delight’ at receiving the outstanding rating.
‘We are very grateful to all our staff for their hard work and caring attitude, which was highlighted in the report as going above and beyond normal expectations,’ said a spokesperson for the practice.