Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Drs Nazareth, Hameed, Frankland and Ihsan, also known as The Waterloo Practice on 21 October 2015. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• Patients’ needs were assessed and care was planned and delivered following best practice guidance.Staff had the skills, knowledge and experience to deliver effective care and treatment.

• Patients said they were treated with compassion, dignity and respect and were involved in care and decisions about their treatment.

• Patients said they found it easy to make an appointment, there was continuity of care and urgent appointments were available on the same day as requested.

• Longer appointments were given to those patients who needed them.

• Information regarding the services provided by the practice was available for patients.

• The practice had good facilities and was well equipped to treat and meet the needs of patients.

• The practice provided an anticoagulant blood testing service for patients registered at the practice and across the wider community as part of a commissioned service.

• There was a complaints policy and clear information available for patients who wished to make a complaint.

• The practice sought patient views how improvements could be made to the service, through the use of patient surveys, the NHS Friends and Family Test and the patient participation group.

• Risks to patients were assessed and well managed. There were good governance arrangements and appropriate policies in place.

• The practice was aware of and complied with the requirements of the duty of candour. (The duty of candour is a set of specific legal requirements that providers of services must follow when things go wrong with care and treatment).

• There was a culture of openness and honesty, which was reflected in the approach to safety. All staff were encouraged and supported to record any incidents using the electronic reporting system. There was evidence of good investigation, learning and sharing mechanisms in place.

• There was a clear leadership structure, staff were aware of their roles and responsibilities and told us the GPs and manager were accessible and supportive.

We saw an area of outstanding practice:

• The practice had reproduced copies of their chaperone policy in different languages suitable to those spoken by their patients.

However, there were areas where the provider should make improvements:

• Ensure annual infection prevention and control audits are carried out.

• Ensure the recording of patient consent is consistently undertaken by nursing staff.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice