This practice is rated as Good.

The key questions at this inspection are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at Manor House Surgery on 10 October 2018 as part of our inspection programme.

At this inspection we found:

• There was an effective system in place to deal with safeguarding and staff demonstrated that they understood their responsibilities and all had received training on safeguarding children and vulnerable adults relevant to their role.
• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patient satisfaction with access to care and treatment was considerably higher than average and the practice had significantly reduced avoidable appointments over the last year resulting in increased appointment availability.
• Where relevant patients were given hand held records to keep with them relating to their condition and care plan. These were highly detailed and personalised and demonstrated a commitment to delivering high-quality personalised care.
• The leadership, governance and culture were used to drive and improve the delivery of high quality person-centred care.

The areas where the provider should make improvements are:

• Improve the system for monitoring training to ensure there is oversight of training requirements.
• Continue to monitor the cold chain process to ensure temperatures of vaccine refrigerators are monitored appropriately.
• Develop the system for reviewing policies to ensure they are up to date and reflect current practice.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Please refer to the detailed report and the evidence tables for further information.