Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Delapre Medical Centre on 02 March 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 systematically assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• Patients were positive about the standard of care they received and about staff behaviours. They said staff were attentive, kind, thorough and helpful. They told us that their privacy and dignity was respected and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was readily available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• Feedback from patients indicated access to appointments was sometimes difficult, particularly with a named or preferred GP. However, it was also reported that there was continuity of care, with urgent appointments available when required.
• 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 actively sought feedback from staff and patients, which it acted on.
• The provider was aware of and complied with the requirements of the duty of candour.

The practice should make the following improvements:

• Continue to monitor and ensure improvement to patient survey results following recently implemented patient access systems.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice