Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Lee Road Surgery on 3 November 2015. Overall the practice is rated as good.

Please note that when referring to information throughout this report, for example any reference to the Quality and Outcomes Framework data, this relates to the most recent information available to the CQC at that time.

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 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.

• Patients said they found it easy to make an appointment with a named GP and that 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.

We saw one area of outstanding practice:

• The practices patient satisfaction survey findings were significantly higher than the national or local averages in several area. Most notably patients found access to the practice to be significantly better, and both the appointments system and the helpfulness of staff were rated highly by patients.

The areas where the provider should make improvement are:

• The practice should ensure that all relevant contact details are included in the business continuity plan.

• Although a health and safety audit stated that it was fit for purpose, The practice should consider altering the layout of the upstairs patient toilet.

• The practice should consider fully auditing Chronic Obstructive Pulmonary Disease (COPD) diagnosis rates.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice