Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Bensham Family Practice on 28 April 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 an effective system in place for reporting and recording significant events.
• Risks to patients were assessed and well managed.
• Data from the Quality and Outcomes Framework showed most patient outcomes were at or above average for the locality and compared to the national average. (QOF is a system intended to improve the quality of general practice and reward good practice). The practice provided evidence some areas had improved over the last year, including mental health and diabetes care.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had 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.
• Data from the National GP Patient Survey showed patients rated the practice higher than others for several aspects of care.
• Information about services and how to complain was available and easy to understand.
• We found 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 they acted on.
• The provider was aware of and complied with the requirements of the Duty of Candour.

The practice should:

• continue to not use the branch surgery, which was closed at the time of the inspection, until the health and safety concerns have been addressed or alternative suitable premises arranged.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

The patients we spoke with were satisfied staff at the practice listened to their views, showed them respect and involved them in decisions about their care and treatment. We found patients’ privacy was respected and promoted. One patient told us they thought ‘very highly’ of the practice and had never had cause to complain. They also said appointments were ‘always available, both routine and urgent’, and confirmed staff were ‘very courteous and efficient’. Another patient told us they had never had a problem with booking an appointment and the staff knew them well and always fitted them in. They also said the doctor gave them plenty of time to discuss their problems.

Patients who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. The premises were clean and hygienic.

Effective recruitment and selection processes were in place.