Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Sunnyhill Healthcare C.I.C on 26/10/2016. 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 were aware of their responsibilities in helping to safeguard and protect patients and had undertaken specific training appropriate to their role, to support this.
• 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.
• They worked well with multidisciplinary teams, including community and social services to plan and implement care for their patients.
• Results from the National Patient Survey showed the practice performed above the local CCG and national averages.
• Exception reporting for the practice was below the local and national averages.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and 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 held regular staff and clinical meetings where learning was shared from significant events and complaints.
• Patients said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
• The practice offered extended hours appointments.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• The practice hosted a number of community services which enabled patients to access services nearer home.
• 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.

There was one area where the practice should make improvements:

• Ensure clinical audit processes effectively assess, monitor and improve the quality and safety of services.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We found the surgery to be very welcoming with friendly, approachable staff. The practice was based on one floor with a waiting room and consultation rooms. Information was clearly displayed throughout the surgery for people using the service, including health promotion, information about the practice, the variety of services available, as well as how to raise any concerns if someone was not happy with the service provided.

During our visit we met with the practice manager and one of the GP partners. We spoke with three people, one relative and three members of staff. We observed reception staff offering people a choice of suitable dates and times for appointments. People we spoke with told us they were happy with the care and treatment they received. One person said, “I am very happy here." Another said, “I get treated with respect when I am seen and listened to.”

We also spoke with staff who said they felt well supported by the provider. One member of staff said, "It's a fantastic team. I really enjoy working here. I've done some good training since I started." We looked at the recruitment processes for staff and saw evidence of effective recruitment checks made before staff commenced employment. We saw that staff received training that was appropriate for their role.

We reviewed the records in respect of complaints and saw that the provider dealt with these in accordance with its policy. People were asked for their views, and we found that these were acted upon.