This practice is rated as Good overall. (Previous rating January 2016 – Good)

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 at Southway Surgery on 5 December 2018 as part of our inspection programme.

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 recognised where systems and processes had worked well and improved their processes where appropriate.
• 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.
• 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. For example, the practices GP patient survey results demonstrated a positive variation compared with local and national averages for questions relating to access to care and treatment.
• Patients were proactively signposted to local clubs such as social prescribing charities, lunch clubs at the local church, tea dances, keep fit classes and art classes to reduce social isolation and increase well being.
• There was a strong focus on continuous learning, improvement and involvement at all levels of the organisation.
• Staff feedback was overwhelmingly positive. Staff acknowledged that the practice was a busy place to work but added that it was a good place to work.

The areas where the provider should make improvements are:

• Continue to review multidisciplinary communication and working relationships to improve awareness of practice and local child safeguarding issues.
• Review governance systems to ensure accurate records are kept which reflect the action and discussion held at review.
• Consider increasing the clinical audit and quality improvement programme.
• Review ways all staff have an opportunity to participate in feedback about the practice.

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 Southway Surgery on Wednesday 13 January 2016. Overall the practice is rated as good.

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

• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• The practice was organised and staff said it was a good place to work.
• 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.
• There was a proactive and supportive attitude to education and learning at the practice. Staff had the skills, knowledge and experience to deliver effective care and treatment. There had been positive feedback from trainee GPs working at the practice and the practice had a reputation within the deanery of being supportive.
• Information about services and how to complain was available and easy to understand.
• Patients said they found it easy to make an appointment with a named GP and that 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.
• 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 two areas of outstanding practice:

• One of the GPs volunteered for and had recently received a Queens diamond jubilee medal for services to the BASICS Devon - British Association for ImmediateCare in Devon. This emergency response service had resulted in examples where emergency ambulance calls were diverted. The GP had responded to patients within the practice population but also within the wider community. This was done with support from partners, staff and patients at the practice. For example, the GP attended a local head injury of a child and an unexpected birth which enabled the ambulance crews to attend other emergencies. The GP had also attended a cardiac arrest of a patient within a care home for learning disabilities. This provided reassurance and support for other residents and staff who were familiar with this GP.

The area where the provider should make improvement are:

• Formalise the closure of complaint investigations and communication to patients.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice