Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Norton Canes Health Centre on 9 April 2015. Overall the practice is rated as good.

Specifically, we found the practice to be good for providing safe, effective, caring, responsive and well-led services. It was also good for providing services for older people, people with long-term conditions, families, children and young people, working age people (including those recently retired and students), people whose circumstances may make them vulnerable and people experiencing poor mental health (including those with dementia).

Our key findings were as follows:

• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. This was evidenced in higher than average patient survey feedback and in the feedback we received about the practice.

• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.

• The practice had good facilities and was well equipped to treat patients and meet their needs.

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.

There were areas of practice where the provider should make improvements.

• Review and improve the availability of emergency medicines to ensure that the practice is able to respond appropriately to the range of medical emergencies likely to be experienced in general practice.

• Provide more detailed information to patients on appropriate ways to access out-of-hours services when the practice is closed.

• Consider the development of a formal practice vision and values.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice