Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Station House Surgery on 5 May 2016. Overall, the practice is rated as good.

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

• Staff understood and fulfilled their responsibilities to raise concerns, and report incidents and near misses.

• Risks to patients were assessed and well managed.

• Outcomes for patients who use services were good.

• Patients’ needs were assessed and care was planned and delivered following best practice guidance.

• Staff were consistent and proactive in supporting patients to live healthier lives through a targeted approach to health promotion. Information was provided to patients to help them understand the care and treatment available

• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.

• The practice were involved in a care home project for the elderly with the three GP practices in Kendal. The aim was to provide high quality care to patients with advanced care planning, low admission rates to hospital, prescribing savings and deaths in a preferred place of care.

• The practice had a system in place for handling complaints and concerns and responded quickly to any complaints.

• Patients said they were able to get an appointment with a GP when they needed one, 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 in place and staff felt supported by management. The practice sought feedback from staff and patients, which they acted on.

• Staff throughout the practice worked well together as a team and they received opportunities for development.

• The practice was aware of and complied with the requirements of the Duty of Candour.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We spoke with eight patients who were visiting the practice on the day of our inspection. Each of the patients said they were happy with the doctor and that staff were helpful and respectful. The patients confirmed that they were happy with the care they received and felt that the doctor and staff "Explained things well", that the GP, "Explains the plan of care" and, "Time spent in the consultation room was excellent".

Four patients did however express concern regarding the waiting times following arrival for their appointment, until being seen by the GP or nurse.

We found the practice to be clean, tidy and well maintained. Disabled facilities were good with all areas of the practice being easily accessible. Consulting and treatment rooms were appropriately furnished and equipped and the design allowed for patients dignity and privacy to be maintained. We saw that contracts and maintenance arrangements were in place to maintain the equipment and fabric of the premises.

Staff had appropriate training and appraisals were being planned, which demonstrated that competence was assessed and that their professional development was supported.