Letter from the Chief Inspector of General Practice

This practice is rated as Good overall. (Previous inspection November 2014 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Charlton Hill Surgery on 1 November 2017. This was a planned inspection as part of our inspection programme.

At this inspection we found:

• 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.

• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.

• Staff involved and treated patients with compassion, kindness, dignity and respect.

• There were routine and urgent appointments easily available and patients were able to access care when they needed it.

• The GP partners provided strong leadership and stability within the practice.

• There was good communication between staff and partners, and also between the practice and its patients.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out a comprehensive inspection of Charlton Hill Surgery. Charlton Road. Andover. Hampshire. SP10 3JY on 27 November 2014. Overall the practice is rated as good.

This practice has a branch surgery at The White House 1 Newbury Road. Enham Alamein. SP11 6HG. We did not inspect the branch surgery.

Specifically we found the practice was good for providing well led, effective, safe caring and responsive services. It was also rated good for all the population groups we looked at.

Our key findings were as follows:

• Patients were complimentary about the care and support they received from staff. All of the patients told us they were satisfied with the care provided by the practice and said their dignity and privacy was respected.
• Risks to patients were well managed, needs were assessed and best practice guidance followed.
• Staff felt supported by the management and told us they were committed to providing a service that put patients first.
• There was sufficient staff who received regular training and on-going support through an effective appraisal system.
• The practice responded to the changing needs of the different population groups that used the practice. On Monday evenings after 18:30 and Saturday mornings the practice offered pre booked non-urgent appointments.
• The practice worked with other health and social care professionals and organisations to ensure their patients received the most effective support and treatment.
• The practice proactively sought feedback from staff and patients and this had been acted upon. The practice had an active patient participation group. This practice had a better than national average score for dementia diagnosis in older patients.
• GPs supported the elderly in nine local care homes

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice