Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Bhat’s Surgery (also known as Higher Heys Surgery) on 2nd August 2017. 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 assessed and managed.
• 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 were treated with compassion, dignity and respect.
• The practice was above average for its satisfaction scores on consultations with GPs and nurses.
• The health and wellbeing of patients in relation to their caring responsibilities was reviewed when they attended for a consultation or health check. They were directed to the various avenues of support available to them.
• Information about the services provided 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.
• Patients told us they found it easy to make an appointment with the 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.
• There was a clear leadership structure and staff felt supported by management. The practice proactively 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.

There were areas of outstanding practice:

• Following a talk from the fire brigade the staff contacted older patients to obtain their consent for the fire service to visit them to do a fire safety inspection and provide advice.
• A survey for young people between the ages of 14 - 18 years had been carried out to try to identify why young adults in this group did not visit the surgery. Staff wished to encourage young people to come to the surgery to discuss their concerns particularly with regard to mental health.
• Staff encouraged children to engage in health promotion activities, for example they ran a competition to produce a drawing reflecting the dangers of smoking. The winner received a prize and the drawings were placed on the No Smoking Board.

There were areas where the provider should make improvements:

• Consideration should be given to fitting a hearing loop in the reception area.
• One staff member should receive update training in the Mental Capacity Act (2005) and Deprivation of Liberty Safeguards.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice