Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Heald Green Health Centre 1 on 14 December 2016. Overall the practice is rated as good. Our key findings across all the areas we inspected were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses. Significant events had been investigated and action had been taken as a result of the learning from events.

• Systems were in place to deal with medical emergencies and all staff were trained in basic life support.

• There were systems in place to reduce risks to patient safety. For example, infection control practices were good and there were regular checks on the environment and on equipment used. However, the system in place for managing safety alerts required review as there was no overview to demonstrate/ensure that all alerts had been acted on appropriately.

• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.

• Feedback from patients about the care and treatment they received from clinicians was very positive. Patients told us they were treated with dignity and respect and they were involved in decisions about their care and treatment.

• Data showed that outcomes for patients at this practice were comparable to those of patients locally and nationally.

• Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.

• The appointments system provided a range of appointments to meet patients’ needs including urgent and on the day appointments. Feedback from some patients was that they had difficulty getting through to the practice by phone and that they sometimes waited too long for a routine appointment.

• The practice had good facilities, including disabled access. It was well equipped to treat patients and meet their needs.

• Information about services and how to complain was available. Complaints had been investigated and responded to in a timely manner.

• The practice had a clear vision to provide a safe and high quality service.

• There was a clear leadership and staff structure. Staff understood their roles and responsibilities. However, some staff told us their roles were more challenging as a result of working across two practices.

• The practice provided a range of enhanced services to meet the needs of the local population.

• The practice sought patient views about improvements that could be made to the service. This included the practice having and consulting with a patient participation group (PPG).

Areas where the provider should make improvements:

• Review the system for managing safety alerts to ensure an overview of actions taken.

• Improve procedures for the storage of vaccines.

• Review the procedures for checking emergency medicines.

• Review the effectiveness of the telephone/call management system following completion of the installation of the system.

• Continue to monitor and review back office staffing arrangements in relation to the role of staff working across two practices.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice