Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Briarwood Medical Centre on 22 November 2016. Overall the practice is rated as good for providing safe, effective, caring, responsive and well-led care for all of the population groups it serves.

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

• The practice staff had a very good understanding of the needs of their practice population and were flexible in their service delivery to meet patient demands; such as providing flexible GP appointments when required.
• There was a clear leadership structure, staff were aware of their roles and responsibilities and told us the GPs were accessible and supportive.
• There was evidence of an all-inclusive team approach to providing services and care for patients.
• Staff had the skills, knowledge and experience to deliver effective care and treatment.
• There was good access to clinicians and patients said they generally found it easy to make an appointment. There was continuity of care and if urgent care was needed patients were seen on the same day as requested.
• Patients’ needs were assessed and care was planned and delivered following local and national care pathways and National Institute for Health and Care Excellence (NICE) guidance.
• The practice promoted a culture of openness and honesty. There was a nominated lead for dealing with complaints and significant events. All staff were encouraged and supported to record any incidents using the electronic reporting system. There was evidence of good investigation, learning and sharing mechanisms in place.
• Risks to patients were assessed and well managed.
• There was a safeguarding lead in place and comprehensive systems to protect patients and staff from abuse.
• The practice sought patient views of how improvements could be made to the service, through the use of patient surveys, engagement with the (Patient Representative Group) PRG and the NHS Friends and Family Test.
• Staff said they were proud to work at the practice and felt they delivered a good quality service to patients.
• The practice complied with the requirements of the duty of candour. (The duty of candour is a set of specific legal requirements that providers of services must follow when things go wrong with care and treatment.)

However there were areas of practice where the provider should make improvements:

• The practice should review how it can best protect confidentiality for patients in the reception area.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice