Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Queens Park Health Centre on 19 April 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 systematically assessed and appropriately managed.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Staff had the skills, knowledge and experience to deliver effective care and treatment.
• Patients were positive about the standard of care they received and about staff behaviours. They said staff were attentive, kind, thorough and helpful. They told us that their privacy and dignity was respected and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was readily available and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• Feedback from patients indicated access to appointments was sometimes difficult, particularly with a named or preferred GP. However, it was also reported that there was continuity of care, with urgent appointments available when required.
• 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 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 practice should take action in the following areas:

• Continue to investigate options to ensure improvement to patient survey outcomes.

• Identify an effective escalation process to pursue when they need to follow up progress relating to building maintenance.

• Ensure effective systems are in place for staff appraisals.

• Consider a formal documented business plan to evidence the practice vision and strategy plans

• Continue to encourage patients to attend breast and bowel screening programmes.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We found the service to be welcoming with friendly staff. The surgery was based on one floor with a waiting room and consultation rooms. Information was clearly displayed throughout the surgery for people using the service, including health promotion, information about the practice, services available, as well as how to raise any concerns if someone was not happy with the service provided.

We spoke with three people using the service and one relative, who all said they were happy with the service provided to them. One person said, "The GP I see is good, and although I have to wait sometimes, I don’t mind.” We also spoke with staff who said they enjoyed working in the practice and felt supported by the provider.

We looked at the recruitment processes for staff working in the surgery and saw evidence of effective recruitment checks made before staff commenced employment.

We looked at the records in respect of complaints and saw that the provider dealt with these in accordance with its policy.