Patients told us how they were treated with care and respect. One patient told us “Staff are respectful, friendly and welcoming.” Another patient said “It is a good practice.” Patients told us that their privacy was always maintained, and the doctor was not disturbed during their appointment.

Patients told us they could usually get an appointment when they needed on, and appointments usually run on time. One patient told us they were always listened to, and the doctor explained everything and gave them written information to take away if required. Another patient said the doctor “always checks you over” and they were “happy with the treatment.”

Patients told us they felt safe at the practice. Staff had a good understanding of how to identify the possibility of abuse and prevent from happening.

We asked patients about staff. One patient told us “You can’t fault them” and another said “All staff are helpful and understanding.” We looked at staff recruitment and saw appropriate checks were undertaken before staff began work.

The views of patients were surveyed regularly and the practice acted upon the feedback. Following suggestions from patients, a number of changes had been made. Examples given included the request to a female clinician. As a result the practice had appointed a female physician’s assistant. Other changes included the installation of an air conditioning unit as the waiting room was too warm and a surgery from 7 – 8 am.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection of Dr Vije Rajput’s Practice on 11 July 2016. Overall the practice is rated as good.

Our key findings 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.
• 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.

We found two outstanding features:

• The provider had an effective management system process that delivered high quality patient care. This quality management system is recognized by the International Organisation for Standardisation (ISO) and was evident throughout the inspection particularly in relation to the comprehensive, systematic programme of completed audits.
• The provider had been proactive in identifying how patient's physical and mental health could deteriorate due to social isolation. The practice engaged with community services to gain an understanding of how they operated. An in-house counselling service was offered to any patient presenting with signs of loneliness or social isolation.    

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice