Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Peverell park Surgery on 14 June 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. 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. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they found it easy to make an appointment with a named 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.

• The practice was one of the two GP practices with patients who were students at Plymouth University. The practice had a branch surgery at the university. Practice staff attended fresher’s week and offered on campus health assessments for students wishing to register. The practice was open every day and saw any student needing to be seen acutely on the day, when their lectures were finished. The practice gave health education talks including topics such as sexual health, giving advice on contraception and advice on general health and wellbeing.

• There was a dedicated part of the practice web site for the students. It was specifically designed for younger users and had a wealth of information and advice tailored to their needs: For example, sections on self-care for freshers, emotional wellbeing, contraception and sexual health advice.

• 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.

We saw several areas of outstanding practice:

• The practice demonstrated creative innovation. For example by the introduction of a “Web GP” system. This additional access to GPs was provided via a web link from the practice website and enabled patients to secure a GP or nurse consultation by email within 24 hours. This service was advertised in the waiting room and significantly improved access to GP advice and treatment. Data showed that since March 2016 136 patients had completed an on line assessment and of these 75 had received an e consultation and the others were signposted to other relevent agencies, such as their pharmacist.

• Every Monday morning a nurse practitioner followed up all patients that had accessed the 111 service, out of hours care (Devon Doctors) or the emergency department at the district hospital. They reviewed their records and either contacted them to offer further support, an appointment and ensured the information was updated onto their records. This approach ensured all patients received prompt and effective access to follow up care and treatment if needed.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice