Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Jubilee Healthcare on 6 July 2016. Overall the practice is rated as good.

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

• There were robust systems in place to monitor and maintain safety in the practice.
• Staff understood their responsibilities to raise concerns and to report incidents and near misses. Incidents were regarded as opportunities for learning and improving patient care.
• Patients’ needs were assessed and care delivered in line with best practice guidance.
• The practice team was well trained and had the skills and experience to deliver effective care and treatment.
• Patients’ feedback and comment cards described the care as very good and professional. They said that they were treated with kindness, dignity and courtesy. Patients told us that they felt 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 told us that it was easy to make an appointment with a named GP and that they valued the continuity of care. Urgent appointments were available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• Food vouchers could be issued to vulnerable patients.
• The practice director had devised a flowchart in conjunction with the GPs to help non-clinical staff to prioritise urgent calls. The flowchart had been adopted by other practices in the locality.
• The practice was visibly clean and hygienic. There were arrangements for assessing and mitigating the risks from healthcare associated infections.
• There was a clear leadership structure and staff said that they felt supported by management.
• The practice implemented suggestions for improvements and made changes to the way it delivered services as a consequence of feedback from patients and from the Patient Participation Group. For example, the branch surgery now opened on a Friday afternoon in order to improve access as a result of patient suggestions.
• The provider was aware of and complied with the requirements of the Duty of Candour.

An area of outstanding practice was identified as follows:

• The practice director and deputy had attended a Food Bank training programme in June 2016, which enabled them to issue food vouchers to patients suffering from food poverty. This service was also available to patients from other practices.

The Practice should make improvements as follows:

• Continue to proactively identify carers (currently 1%).

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We reviewed the information available to us about Jubilee Healthcare on 18 April 2019. We did not find evidence of significant changes to the quality of service being provided since the last inspection. As a result, we decided not to inspect the surgery at this time. We will continue to monitor this information about this service throughout the year and may inspect the surgery when we see evidence of potential changes.