Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection of Leander Family Practice on 3 May 2016. The overall rating for the practice was Good. No breaches of legal requirements were found, however the practice was rated as requires improvement for providing responsive services. This was due to its low patient satisfaction scores with accessing the service.

An announced focussed desk-based inspection was carried out on 12 May 2017. The practice was still rated as requires improvement for responsive services. Patient satisfaction with making appointments had improved since the previous inspection; however they remained lower than local and national averages. The full comprehensive report and desk-based focussed inspection report can be found by selecting the ‘all reports’ link for Leander Family Practice on our website at www.cqc.org.uk.

This inspection was an announced focused desk-based inspection carried out on 8 November 2017 to review the improvements made in addressing patient satisfaction with accessing appointments.

Overall the practice is rated as good. Specifically the practice was now found to be good for providing responsive services.

Our key findings were as follows:

• Data from the National GP Patient Survey in July 2017 showed improvements in most areas of patient satisfaction with access to appointments.

• The practice had improved access to appointments by recruiting additional clinical and reception staff.

• The organisation of the appointment system had been changed from September 2017 so that there was more availability for telephone consultations and emergency appointments.

• There was more choice for patients requiring extended hours appointments.

• The practice website had been improved and online appointments were promoted.

• The practice had not conducted their own patient satisfaction survey.

However, there were also areas of practice where the provider needs to make improvements.

The provider should:

• Monitor and evaluate patient feedback and satisfaction, considering telephone access and access to appointments.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We previously carried out an announced comprehensive inspection of Leander Family Practice on 3 May 2016. The overall rating for the practice was Good. However the practice was rated as requires improvement for providing responsive services due to its low patient satisfaction scores with accessing the service. The full comprehensive report can be found by selecting the ‘all reports’ link for Leander Family Practice on our website at www.cqc.org.uk.

This inspection was an announced focussed inspection carried out on 12 May 2017 to confirm that the practice had carried out their plan to make the required improvements we identified in our previous inspection. This report covers our findings in relation to those requirements and also additional improvements made.

Overall the practice is now rated as Good.

Our key findings were as follows:

• Patient satisfaction with making appointments had improved since the previous inspection; however they remained lower than local and national averages.

• A formal induction and information pack for GP locums at the practice was in place.

• A robust business continuity plan was in place.
• Systems had been reviewed and improved to ensure all vaccines were in date. The practice had responded appropriately and safely to an incident relating to one of their vaccine fridges, and had put measures in place to prevent recurrence.
• There was an effective system in place to identify and support all patients acting as carers. The number of carers identified by the practice has increased from 40 at the earlier comprehensive inspection to 137 at this focussed inspection.

The area where the provider should make improvements are:

• Continue to monitor and take action to improve patient satisfaction with making appointments.

At our previous inspection on 03 May 2016, we rated the practice as requires improvement for providing responsive services due to its low patient satisfaction scores with accessing the service. At this inspection we found that improvements had been made although the practice was still below local and national averages in these areas. Consequently, the practice is still rated as requires improvement for providing responsive services.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at 9.00am on 3 May. Overall the practice is rated as requires improvement.

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 generally well managed but the practice did not have an effective system in place to review patient correspondence.
• 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.
• 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.
• Results from the GP national survey showed that the practice had low scores for questions relating to access, however they had identified and acted on this data.
• 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.
• Three members of staff had not received an appraisal within the last 12 months.
• The provider was aware of and complied with the requirements of the duty of candour.

The areas where the provider should make improvements are:

• Ensure a robust business continuity plan is in place.

• Review the systems for ensuring all vaccines are in date.

• Review how they identify carers so they are able to offer appropriate support.

• Ensure all staff receive annual appraisals in line with practice policy.

• Implement a formal induction and information pack for GP locums at the practice.

• Continue to monitor and take action to improve patient satisfaction with making appointments.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice