Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at New Cross Surgery on 2 March 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. (The duty of candour is a set of specific legal requirements that providers of services must follow when things go wrong with care and treatment.)
• There was an open and transparent approach to safety and an effective system in place for reporting, recording and taking remedial action in relation to significant events. In 2015 the practice had won a local Clinical Commissioning Group award for their excellent use of the electronic reporting system for significant events.

• 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.
• The practice was involved in the House of Care Initiative. This initiative was aimed at encouraging patients with long term conditions to understand their condition and select their own personal health and lifestyle targets.
• The practice had good facilities and was well equipped to treat and meet the needs of patients. There was information on services the practice provided.
• There was a complaints policy and clear information available for patients who wished to make a complaint.
• Patients said they were treated with kindness, dignity, respect and compassion and were involved in decisions about their treatment and care.
• The practice offered extended hours on Thursday evenings and Saturday mornings. Some patients said they found it difficult to make an appointment. However, urgent appointments were available on the same day as requested and longer appointments were available as needed. We saw evidence where the practice had taken measures to improve access for patients, for example making changes to the telephone system and providing a walk-in clinic.
• The practice sought patient views how improvements could be made to the service, through the use of patient surveys, the NHS Friends and Family Test and the patient representative group; particularly in relation to improving access.

However, there were areas of practice where the provider should make improvements:

• Ensure all GPs are up to date with level three safeguarding training, in line with intercollegiate guidelines for safeguarding children and young people.
• Ensure mentorship and support is provided for all GPs, especially for those who are recently qualified or recruited.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice