Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection of Addington Road Surgery

on 29 June 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• There was an open and transparent approach to safety and a system in place for reporting and recording significant events; however, the significant events policy could not be located during the inspection.

• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Not all staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment. There were gaps in mandatory training that staff did not complete.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available on practice website and easy to understand; however, no leaflets were visible in the practice, patients had to request the practice complaints procedure leaflet.
• Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider must make improvement are:

• Ensure that all staff have received mandatory training including basic life support, safeguarding and fire safety.

• Ensure that the recruitment process is effective and in line with relevant legislation.

The areas where the provider should make improvement are:

• Review patient satisfaction GP survey on telephone access.

• Review how they make complaints forms accessible to patients.

• Ensure patient access to services and appointments are reviewed and improved to support improvements in patient satisfaction.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice