Letter from the Chief Inspector of General Practice

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’ responses on our comments cards told us that patients thought staff were caring and helpful, and that they felt listened to by the clinical staff.
• 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.
• The patients we spoke with and responses on our comments cards told us that the majority of patients were satisfied with the service received by the practice.

• The practice facilities met the needs of most of its patient population. There was no hearing loop or other equipment to aid those with a hearing deficit.

• 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 culture of the practice was open and honest, and the practice complied with the requirements of the duty of candour.

The areas where the provider should make improvement are:

• Improve the identification of patients who are carers.
• Consider the installation of a hearing loop or other similar equipment.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice