Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Hill Lane Surgery, 162 Hill Lane, Southampton, SO15 5DD on 21 September 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 for reporting and recording significant events.
• Risks to patients were assessed and well managed.
• Staff had the experience and had been trained to provide them with the skills and knowledge 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. 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 named 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.
• The provider was aware of and complied with the requirements of the duty of candour.
• In 2015 the practice had identified that some patients’ results were not being received from another provider. The practice created a checking system to ensure all results were followed up and actioned. The practice found that there were gaps in all areas but mostly with external providers. This was reported to local clinical commissioning group and NHS England and as a result the external providers have initiated improvements to processes used. This has meant improved services for all patients in the area.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice.