Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Greyfriars Surgery on 20 October 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 been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• The practice was responsive to the needs of patients and tailored its services to meet those needs.
• 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 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.
• There was strong emphasis on learning and improvement.
• The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider should make improvement are:

• The provider should consider implementing a standard procedure to offer support to people in times of bereavement.

• Ensure that details on how to make a complaint is clearly displayed in the patient waiting area.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We spoke with nine patients of the Greyfriars surgery. They told us they were happy with the services provided and with the knowledge and professionalism of the staff. One person said, "I have no complaints at all. The doctor is a very patient and understanding person and that's exactly what I need."

People said they were consulted about their care and treatment. One person said, "I have an excellent GP. My consultations aren't rushed, they're very attentive and the decisions made are joint decisions. I can't fault it."

We looked at two records and found that people experienced care and treatment that met their needs and protected their rights.

The staff personnel records seen showed that employment checks were carried out and staff were trained and supported to meet the needs of the people who used the service.