Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Naomi Phillips on 15 June 2016. Overall the practice is rated as good.

• There was an open and transparent approach to safety and a system was in place for managing significant events and patient safety alerts. However, the recording and dissemination of this information needed to be strengthened.

• Risks to patients were assessed and well managed. This included arrangements for safeguarding vulnerable adults and children, recruitment checks and medicines management.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance; and clinical audits were completed.

• Published data for the Quality and Outcomes Framework (QOF) showed patient outcomes were at or above average compared to the local and national averages.

• Most staff had undertaken additional training to improve their skills, knowledge and experience.

• The ethos and culture of the practice prioritised providing a caring and responsive service and all staff were clear about their roles and responsibilities.

• Feedback from patients was positive and complimentary of the care received. Patients said they were treated with compassion, dignity and respect and they were involved in decisions about their care and treatment.

• Most patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.

• Staff took into account the diversity and cultural issues impacting the health needs of the practice population. Specifically patients from black and minority ethnic groups who comprised 70.5% of the practice population, asylum seekers and refugees.

• Learning was shared with staff and / or improvements were made to the quality of care as a result of complaints and concerns. Information about services and how to complain was available.

• 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 patient participation group (PPG) had started to be active from May 2016 and they had identified opportunities to improve the services delivered by the practice.

The areas where the provider should make improvements are:

• Consider what steps can be taken to improve telephone access for patients.
• Proactively identify carers and ensure they are supported with information and advice relevant to their needs.
• Continue to recruit patient participation group members to take account of the views and feedback from patients in shaping service provision.
• Review the systems for ensuring training is completed by all staff.
• Strengthen the system of record keeping in relation to the management of the service.
• Continue to take proactive steps to monitor the health needs of patients with diabetes.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

People using the service were supported and enabled to make informed decisions about the management of their care and treatment and about how the service was run. They were confident that their care and treatment needs would be met and they did not mind waiting for appointments to see the doctor of their choice because they felt safe and, "In good hands." One person said, "We're very happy with this practice." Another patient said, "I wouldn't want to go anywhere else."

We found that reasonable arrangements had been put in place in advance of foreseeable emergencies. People were provided with the information they would need at the practice to express any concerns that may arise. However, the on-line information needed updating to reflect current practice about how to make complaints.