Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Little Harwood Health Centre on 7 December 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 a system in place for reporting and recording significant events.
• Risks to patients were assessed and generally well managed.
• 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. However, we noted the information did not include reference to the Parliamentary Health Service Ombudsman.
• Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they generally found it easy to make an appointment with a 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. However, we identified opportunities for the improvement of governance systems, processes and supporting documentation. We noted the practice was aware of some governance issues and was in the process of assessing and addressing future governance needs.
• 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.

The areas where the provider should make improvement are:

• Continue activity to review and improve governance systems and processes and ensure this includes consideration of recruitment records, management of safety alerts, maintenance of training records and the effectiveness of communication of information to all practice staff.
• Consider the development and improvement of complaint and significant event records to demonstrate learning and support timely and effective communication within the practice.
• Review and confirm that information about how to complain made available for patients is in line with recognised guidance and contractual obligations for GPs in England and includes reference to the Parliamentary Health Service Ombudsman.
• Review the support and training provided for the infection prevention and control lead to help them to carry out their role effectively.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice