Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Soe Yin's practice on 16 June 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. The practice was aware of and complied with the requirements of the duty of candour.
• Risks to patients were assessed and well managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based 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 they were involved in their care and decisions about their treatment.
• 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 areas where the provider should make improvement are:

• The practice should provide staff monitoring the vaccines fridge with accessible information on the acceptable range of temperatures.
• The practice should have a system to ensure that as new patient group directions are required, these are reviewed and signed by both the nurse and a senior prescriber at the time of issue.
• The practice should ensure that the principal GP has sufficient familiarity with the electronic patient record system to provide effective oversight.

• The practice should continue its efforts to identify patients who are carers to ensure they receive appropriate support.

• The practice should improve its documentation of staff induction.

• The practice should review its website periodically to ensure patient information including links to other websites are current and useful for patients.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

During our inspection we spoke with four people using the service and three staff including the practice manager, the principal GP and a receptionist. People told us they were happy with the care and treatment they received. All of the people we spoke with said there was a family atmosphere at the medical centre and they knew staff and appreciated the continuity of care offered. "It’s fantastic, they are very helpful” and another "they have responded quickly if I have needed help".

Safeguarding procedures were in place for children and adults. However staff had not received training in safeguarding adults. This meant that the provider had not made arrangements to ensure staff were aware of the signs of adult abuse and how to respond appropriately.

Staff had received support and training to meet the needs of people using the service, including induction training for new staff, training to deal with foreseeable emergencies and training specific to their role.

Systems were in place to monitor the quality and safety of the service, these included risk assessments and audits. At the time of the inspection the provider did not have a formal system to obtain people's views about their care and treatment.