Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at 21 April 2016. Overall the practice is rated as good for providing safe, effective, caring, responsive and well-led care for all of the population groups it serves.

Our key findings across all the areas we inspected were as follows:

• The practice was aware of and complied with the requirements of the duty of candour (being open and transparent with people who use the service, in relation to care and treatment provided). The partners encouraged a culture of openness and honesty, which was reflected in their approach to safety.

• All staff were encouraged and supported to record any incidents. There was evidence of good investigation, learning and sharing mechanisms in place.

• There was a clear leadership structure and a stable workforce in place. Staff were aware of their roles and responsibilities and told us the GPs and practice manager were accessible and supportive.

• Risks to patients were assessed and well managed. There were good governance arrangements and appropriate policies in place.

• Patients’ needs were assessed and care was planned and delivered following best practice guidance.Staff had the skills, knowledge and experience to deliver effective care and treatment.

• Information regarding the services provided by the practice was available for patients.

• The practice had good facilities and was well equipped to treat and meet the needs of patients.

• There was a complaints policy and clear information available for patients who wished to make a complaint.

• Patients said they were treated with compassion, dignity and respect and were involved in care and decisions about their treatment.

• Patients were positive about access to the service. They said they found it easy to make both emergency and routine appointments.

• The practice sought patient views about how improvements could be made to the service, through the use of patient surveys, the NHS Friends and Family Test and their patient participation group (PPG).

We saw areas of outstanding practice:

• The team trained together for annual updates of safeguarding training and the training session were provided by the local safeguarding team using a ‘case study ‘ approach to enhance understanding and learning. In addition the practice completing safeguarding audits to identify where the practice could improve in the protection of vulnerable children and adults.
• Scheduled appointments for all patients were a minimum of 15 minutes in duration and longer appointments were available as required.
• The practice have developed a proactive approach to encourage patients with a learning disability to use their services. Information has been developed for patients to aid their understanding including use of plain English, large print and pictures. The named GP and health care assistant had proactively engaged with individuals to offer flexible and tailored appointments, explain the service, reassure and build up a relationship. This had resulted in all patients completing a health check with the practice and accessing additional services.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice