This practice is rated as Good overall. At the previous inspection in February 2016 the

practice were rated as good overall.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at Drs Hart, Heighton, Prakash Koteeswaran & Do on 5 July 2018 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• Arrangements for dispensing medicines at the practice kept patients safe.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• The practice’s performance in relation to the Quality Outcome Framework (QOF) results was generally in line with the Clinical Commissioning Group (CCG) and national averages.
• Staff encouraged and supported patients to be involved in monitoring and managing their own health, for example through social prescribing schemes.
• All GPs triaged telephone calls from 8.30am to 9am each morning. Patients spoke to a GP who assessed their call and gave advice, or arranged an appointment or home visit. The practice found this made effective use of the appointments available.
• Results from the July 2017 national GP patient survey were generally in line with or above local and national averages and this was in line with comments received from patients during the inspection.
• The complaint policy and procedures were in line with recognised guidance; however, not all verbal complaints were recorded.
• Staff told us they were happy to work at the practice and felt supported by the management team. Staff told us they were encouraged to raise concerns and share their views.

The areas where the provider should make improvements are:

• Implement and embed a system and process for recording and reviewing verbal complaints to encourage improvements.
• Continue to improve the uptake of childhood immunisations.
• Continue to improve the uptake of learning disability health checks.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Howdale Practice on 2 February 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 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.
• Patients 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.
• Policies were in place to support practice staff to meet their duty of candour.

The areas where the provider should make improvement are:

• Provide a system to observe a secondary waiting room to ensure patients are safe whilst they are waiting for their appointments.

• Ensure the practice’s CQC registration is updated prior to commencing family planning services.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

During our inspection on 06 June 2013, people who used the service told us they were happy with the appointment system and felt they could get an appointment on the same day. We saw that, on arrival for an appointment, a booking in touch screen facility was available for people to register their attendance so that staff knew they were there.

People told us the staff treated them respectfully and were helpful. One person told us: “I think they are a great bunch here.” Another person told us: “I have never had any problems with the staff here. The nurses will bend over backwards to help you.” We saw that staff spoke politely to people and consultations were carried out in private treatment rooms.

Information was clearly displayed for people, including health promotion, access to support services and information about the practice and the services provided.

People told us that their treatment was clearly explained to them and they were able to ask questions and make choices. This enabled people to make informed decisions regarding their care.

We found evidence that staff had received regular training, supervisions and appraisals. Appropriate pre employment checks had been carried out.

The people we spoke with were happy with the service and did not have any concerns or issues about the care and treatment they received. When any issues were raised the practice had complaints policies and procedures in place to deal with them appropriately. One person told us: “I think they are all absolutely splendid here. I can’t fault them at all. They’re doing a good job of keeping us both alive.”