The practice was inspected by the Care Quality Commission in October 2013. We found that improvements were required with regard to safeguarding people. None of the staff knew the correct local safeguarding procedures; although all were confident they would find out and take appropriate action. Staff had attended safeguarding children training but not all had attended safeguarding adult training. The policies for safeguarding adults and children contained incorrect contact numbers. Therefore staff at the surgery lacked sufficient knowledge to ensure people would be referred to statutory agencies in time of need and receive appropriate support.

Following the inspection the provider wrote to us and, in a detailed action plan, described the arrangements that would be put in to place to achieve compliance. We visited the practice on the 3 June 2015 and we found that the provider had made all the necessary improvements to become compliant within these areas.

We spoke with eight patients who were pleased with the service they received from the practice. Patients told us they had been involved in the decisions made about their care. Patients said care was "without question very good" and "excellent". We spoke with two parents who were both "pleased" with the care their families received.

We were told that staff treated people with respect and dignity. Facilities were available for people with disabilities and translation services were available for people whose first language was not English.

None of the staff knew the correct local safeguarding procedures although all were confident they would find out and take appropriate action. Staff had attended safeguarding children training but not all had attended safeguarding adult training. The policies for safeguarding adults and children contained incorrect contact numbers.

Patients told us that they always felt safe in the care of the staff. There were appropriate arrangements in place which ensured that staff kept their knowledge and skills up to date. Staff spoke about the supportive environment and confirmed that they had access to adequate training.

The practice was organised and well led. There were effective systems in place to monitor the quality of the service provided and patients felt able to give feedback about the service they received.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Oakside on 24 March 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 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.
• The practice had identified that data from the Quality and Outcomes Framework from 2014/15 showed patient outcomes were lower in four of the long term conditions. As a result they had been proactive in addressing the deficit by employing a nurse practitioner who had focused on improvements resulting in significant improvements. The result of this had seen a 16.5% increase in QOF score.
• 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.
• The provider was aware of and complied with the requirements of the Duty of Candour.

The areas where the provider should make improvements are :

• Review the processes in place to develop the patient participation group.

• Ensure all information available for patients regarding contacting the out of hours service is up to date.

• Ensure the area surrounding the fire door is accessible for patients whose mobility is poor, should an emergency building evacuation be required.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice