Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Bethnal Green Health Centre on 11 October, 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.

• 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.
• 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.
• 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. Patient satisfaction was consistently positive.
• 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 areas where the provider should make improvement are:

• Implement audit systems in relation to the monitoring of prescription pads in accordance with national NHS guidelines.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

We spoke with one of the practice's GP partners, a practice nurse, the practice manager and one member of the reception staff. We also spoke with six people who used the service.

People using the service told us their GP listened to their concerns and explained the treatment options available. People's privacy, dignity and independence were respected. The practice ensured that people's cultural needs were being met, this included provision of interpreting service when needed.

People we spoke with told us of their experience of the practice. People told us that the clinical staff took time to discuss and explain their care and treatment. All the patients we spoke with were happy with the service they received from the practice.

People who used the service were protected from the risk of abuse, because the provider had taken some steps to identify the possibility of abuse and prevent abuse from happening.

Staff received appropriate professional development. Patients told us they had confidence in the knowledge and skills of the staff at the practice.

People who used the service, their representatives and staff were asked for their views about their care and treatment through the Patient Participation Group and they were acted on. We also looked at NHS Choices website and saw that people's comments had been responded to by the practice.