This practice is rated as Good overall. (Previous rating from August 2017 – Requires Improvement)

The key questions at this inspection are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at Rowner Surgery on 11 September 2018. This inspection was carried out to check if the practice had made the improvements they told us they would make to address a breach of regulation identified when last inspected in August 2017.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Recall systems had been reviewed and streamlined to improve the uptake of health reviews for patients with long term conditions.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.
• The practice was active in forward planning to maintain delivery of high quality care.

The areas where the provider should make improvements are:

• Monitor and evaluate changes in service delivery introduced on the day of inspection. Ensure the changes are effective and sustainable.
• Review the follow up systems used to encourage uptake of national cancer screening programmes.
• Continue to review the means of encouraging patients with carer responsibilities to register as a carer to seek the support the practice has on offer.

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

Please refer to the detailed report and the evidence tables for further information.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Rowner Surgery on 30 August 2017. Overall the practice is rated as requires improvement.

Our key findings across all the areas we inspected were as follows:

• There was an open and transparent approach to safety and a computerised system in place for reporting and recording significant events.
• The practice had clearly defined systems to minimise risks to patient safety, which were subject to continuous monitoring and improvement.
• Staff were aware of current evidence based guidance. Staff had received regular training to provide them with the skills and knowledge to deliver effective care and treatment.
• Results from the national GP patient survey showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
• Information about services and how to complain was available. Complaints were discussed at practice meetings and actions taken when needed to improve the quality of care. We found learning from concerns and complaints was shared with all relevant staff members.
• Patients we spoke with said they sometimes found it problematic to make a routine appointment with a named GP. The practice were aware of this were focusing on improving continuity of care.
• Urgent appointments were available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• The leadership structure had been reviewed and staff and management responsibilities were clear. Staff felt supported by management. The practice proactively sought feedback from staff and patients, which it acted on.
• The provider was aware of the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

The areas where the provider must make improvement are:

• Implement effective performance quality procedures.

The areas where the provider should make improvements are:

• Review arrangements used to identify patients who are also carers and look at ways of providing them with support.

• Look at ways to increase involvement with the patient participation group.

• Review the appointment system to improve the quantity of routine appointments available to accommodate the needs of the patients.

• Ensure that the business continuity plan includes updated contact details for all staff.

• Review arrangements for areas identified by the practice for improvement in service and monitor that changes are implemented

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice