Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr CY Ngan and Dr KP Chan’s practice on 27th August 2015. Overall the practice is rated as good.

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

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.
• Risks to patients were assessed and well managed.
• Patients’ needs were assessed and care was planned and delivered following best practice guidance.
• Staff had received training appropriate to their roles and any further training needs had been identified and planned.

• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand.
• Patients mostly said they found it easy to make an appointment with a named GP and that 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.

However there were areas of practice where the provider needs to make improvements.

Importantly the provider should :

• Improve the systems that monitor medicines, blood bottles and prescriptions kept at the practice to ensure they are consistent in all areas including those kept in GP’s bags and consulting rooms.
• Make sure that all sharps bins are appropriately labelled and dated.
• Share discussions with all members of staff about actions taken following complaints and significant events.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Ngan and Partners on 19 February 2019.

At the last inspection in August 2015 we rated the practice as good overall.

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected
• information from our ongoing monitoring of data about services and
• information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups.

We found that:

• Processes and systems to support good governance and management were well established, clearly set out, understood and effective.
• Appropriate policies, procedures and activities to ensure safety were established and monitored to ensure effectiveness.
• The practice had clearly defined and embedded systems to minimise risks to patient safety and the practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured care and treatment was delivered according to evidence based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• The practice was responsive to needs of its patients including vulnerable patients. They promoted access to a range of health and wellbeing services including Zion, 42nd Street and Buzz.
• There was a focus on continuous learning and improvement at all levels of the organisation.

Whilst we found no breaches of regulations, the provider should:

• Obtain evidence of pre-employment health checks for locum GPs as part of the recruitment process.
• Improve the practice’s final written response to complaints to ensure details of the Parliamentary and Health Service Ombudsman's (PHSO) are included.
• Continue to promote cervical screening and the practice’s register of carers.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice