We conducted a comprehensive announced inspection on 11 November 2014 under our new approach to inspecting GP practices.

We found that the practice was providing good outcomes for patients in each of the domains and the overall rating for the practice was good.

Our key findings were as follows:

• The practice had comprehensive systems for monitoring, responding to and learning from incidents when things went wrong.

• The practice was proactive in helping people with long term conditions to manage their health and had arrangements in place to make sure their health was monitored regularly. The practice had recently introduced a Proactive Patient Care (PPC) programme to actively encourage patients to attend regular annual and routine health checks and healthcare screening. We saw records that showed that this service had helped to increase the uptake in cervical screening from 62% to 72%. Records we viewed showed that the practice had received praise from the South Essex Partnership University NHS Foundation Trust for improvements in annual health checks for patients who had a learning disability.

• The practice was responsive to the needs of patients and operated a flexible system for routine and health review and promotion appointments.

• The practice was well managed with staff and patients reporting that they felt valued and were involved in making decisions.

However, there were also areas of practice where the provider needs to make improvements.

The provider should:

• Ensure that all staff who carry out chaperone duties undertake appropriate training in respect of their roles and responsibilities.

Professor Steve FieldCBE FRCP FFPH FRCGP

Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Queensway Surgery on 4 December 2018 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected
• information from our ongoing monitoring of data about services and
• information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups.

We found that:

• The practice provided care in a way that kept patients safe and protected them from avoidable harm.
• Patients received effective care and treatment that met their needs.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.
• The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

Whilst we found no breaches of regulations, the provider should:

• Review the process for the management of test results to minimise the risk of missed data.
• Continue to make an improvement in exception reporting in line with local and national averages to include the following groups: diabetes, asthma, mental health.
• Continue to increase the uptake of childhood immunisations in line with World Health Organisation (WHO) targets.
• Continue to improve patient satisfaction relating to appointment availability.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice