We carried out an announced comprehensive inspection at Charlotte Keel Medical Practice on 29 November 2018 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected
• information from our ongoing monitoring of data about services and
• information from the provider, patients, the public and other organisations.

We have rated this practice as good overall.

We rated the practice as requires improvement for providing safe services because:

• There was no evidence that consistent actions had been taken when temperature monitoring indicated that vaccine fridges had operated outside of the recommended range.
• The arrangements for managing clinical waste did not adhere to national guidance.

We rated the practice as Good for providing Effective, Caring, Responsive and Well-led services because:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice organised and delivered services to meet patients’ needs. Most patients said they could access care and treatment in a timely way.
• The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

The area where the provider must make improvements are:

• Ensure that care and treatment is provided in a safe way.

The areas where the provider should make improvements are:

• Continue to implement actions to improve patient satisfaction. This is in respect of:

  • The lower than average National GP Survey results in the caring and responsive key questions.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice