Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Bradford Student Health Service on 27 July 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 thorough system in place for reporting, recording and reviewing significant events.

• 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. We saw that patients were contacted by the practice following complaints and that these were resolved in a timely manner.
• Risks to patients were assessed and well managed. However, reception staff were occasionally acting as chaperones without a Disclosure and Barring Service check (DBS). (DBS checks identify whether a person has a criminal record or is on an official list of people barred from working in roles where they may have contact with children or adults who may be vulnerable).
• 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 could get through easily to the practice by phone and they were satisfied with the practices’ opening hours. Patients also told us on the day that they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• 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.
• The practice was an active member of a GP federation within Bradford City Clinical Commissioning Group (CCG). The federation had commissioned a number of services including a fertility service and a diagnostic and ultrasound service. Patients referred to these services would be reviewed within a week of being referred.
• There was a clear and supportive leadership structure and staff felt very supported by management. The practice proactively sought feedback from staff, patients and the patient participation group (PPG) using a range of social media, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

We saw one area of outstanding practice:

We saw that the practice had developed Information leaflets that were relevant to the patient group. These included bespoke leaflets on how to use NHS services, a self-care leaflet and a “z” card, credit card sized leaflet that gave advice on vaccinations, services, and who to contact for various services, such as sexual health, alcohol, drug and mental health advice.

The areas where the provider should make improvement are:

The practice should review the use of staff who act as chaperones for patients without a Disclosure and Barring Service check (DBS). DBS checks should be undertaken for staff performing this role or a risk assessment should be evidenced.

The infection prevention and control (IPC) audit should be actioned and completed. All actions taken should be documented.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We observed staff speaking with people on the telephone and in person. We heard that staff were friendly and polite and offered choices to patients. We found that people who used the service were treated with dignity and respect.

People who used the service were protected against the risk of abuse. All staff had received training in abuse awareness and protecting children and vulnerable adults. The policies and procedures were available to all staff in relation to safeguarding.

We found that people were protected from the risk of infection as treatment was delivered in a clean and hygienic environment.

There were effective recruitment and selection processes in place

There was an effective complaints system in place. Complaints people made were responded to appropriately.

We reviewed the information available to us about Bradford Student Health Service on 22 May 2019. We did not find evidence of significant changes to the quality of service being provided since the last inspection. As a result, we decided not to inspect the surgery at this time. We will continue to monitor this information about this service throughout the year and may inspect the surgery when we see evidence of potential changes.