Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection on 14 July 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 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 said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about 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 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.
• Patients said they sometimes encountered delays when making appointments. However, the practice operated a walk-in clinic each weekday morning for which no appointment was needed.

There were some areas where the practice should make improvements:

• The practice should consider making more information available to patients clarifying how the walk-in clinics operate and the availability of telephone consultations.
• It should continue to review its staffing levels particularly relating to the nursing team.
• It should consider arranging for clinical staff to regularly attend meetings with the patient participation group.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice