Letter from the Chief Inspector of General Practice

We previously carried out a comprehensive inspection of Dr A. P. Harris & Partners on 1 December 2014. The overall rating was good.

We carried out a focused inspection of Dr A. P. Harris & Partners on 13 October 2016, in response to some concerns we received. We reviewed the practice against one of the five questions we ask about services: is the service responsive. The overall rating was good. 

Our key findings were as follows:

• The practice were adopting new ways of working to ensure the services are responsive to people's needs. For example, they were working with a local healthcare group on a national project designed to bring clinical pharmacists into the general practice workforce.

• Key changes were being made to how the services were delivered to enable patients to access care and treatment when they need it. For example, a new appointment system was introduced in May 2016 based on clinical need.
• The practice had responded to concerns received as a result of the changes to the appointment system, and was continually reviewing and adapting the system in response to patients' needs.
• Essential changes were being made to the practice's dispensary service to improve patient access to their medicines and advice, and reduce workload pressures on the GPs and reception staff.
• The staffing levels and skill mix had increased to support the above changes and restructuring of the services.
• Most patients we spoke with felt that the staff were responsive to their needs and requests for advice, and were satisfied with the care and treatment they received.
• Patients experiences in obtaining an appointment or telephone consultation when needed, and getting through to the practice on the phone varied. Some patients had experienced no problems whilst others had.
• We found that the triage and appointment system was flexible and responsive to patients needs. 

• Concerns and complaints were listened to and acted on to ensure that appropriate learning and improvements had taken place.`

• The practice implemented improvements and changed the way it delivered services, as a result of feedback from patients and the patient participation group (PPG).   

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We inspected this practice on 01 December 2014, as part of our new comprehensive inspection programme. The practice had not previously been inspected.

The overall rating for this service is good.

Our key findings were as follows:

• Patients expressed a high level of satisfaction about the way the services were provided. A system was in place to seek patients’ views to improve the service.
• Patients received effective care and treatment. They were also treated with kindness, dignity and respect.
• Systems were in place to help keep patients safe and to protect them from harm.
• The practice responded to patients’ needs. The appointment system was flexible and enabled patients to access care and treatment when they needed it.
• Staff worked well together as a team, and received appropriate support, training and an appraisal to enable them to carry out their work effectively.
• There was a commitment to improving the quality of care and services for patients. The governance systems had been strengthened and improvements had been made to ensure the practice was well led.

However, the provider should make the following   improvements.

• Provide training for all staff on the Mental Capacity Act 2005, to ensure they understand the principles of the Act and the safeguards.
• Explore ways to further engage with all patient groups to seek their views to improve the service.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice