Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Bell House Medical Centre on April 2014. 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 an effective system in place for reporting and recording significant events.
• Risks to patients were assessed and well managed and all staff were aware and involved in issues relating to patient safety.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• 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 and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• Generally patients said they found it easy to make an appointment although some patients reported having to wait longer if they wished to see a named GP. Patients told us they could always see a GP if they needed to with urgent appointments available the same day.
• The practice had adequate facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management and demonstrated evidence of a cohesive team. 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.

There were areas where the practice should make improvements:

• The practice should ensure that information regarding how to complain is provided in the waiting area.
• Continue to carry out regular fire drills
• Continue to identify and support carers
• Review the practice business continuity plan routinely to ensure information remains up to date

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice