Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Shobna Patel on 16 March 2016. 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 well 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 and they were involved in their care and decisions about their treatment.
• The practice had identified 71 patients as carers (3% of the practice list).
• Information about services 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 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.
• 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.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

During our inspection, we spoke with six people who used the service, two of which were members of the Patient Participation Group (PPG). We also spoke with three members of staff which included the principal GP, a health care assistant, the practice manager and one receptionist.

Overall people we spoke with were satisfied with the care provided. One person told us "This is the best GP, she is compassionate, friendly and caring" and "Talking to Dr Patel is like speaking to a family member, she is like a mother" and “The waiting area is always clean and welcoming”. Another person said that they were “100% satisfied” with the service provided and had no complaints.

People were keen to praise the practice and the principal GP and were positive about the majority of members of staff.

All people we spoke with told us that they were involved in the care they had received. We saw that there were practices in place to ensure people experienced care and treatment that met their needs.

Staff we spoke with were aware of the signs of abuse and the action to take when responding to allegations or incidents of abuse. We observed that the provider had the necessary safeguarding policies in place.

People were cared for in a clean, hygienic environment and all people we spoke with told us that they found the practice to be clean.

We found that the provider had taken steps to ensure staff were appropriately qualified, skilled and experienced for their jobs, however disclosure and baring service (DBS) checks and two written references were not always obtained.

We saw evidence that the provider had an effective system in place to monitor quality and safety.