Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr A R Tollast and Partners on 19 January 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 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 services and how to complain was available and easy to understand. Complaints were consistently handled in an open and transparent manner. Patients were given an apology if needed. When complaints were formally closed, patients were also given the opportunity to have the concerns looked at again if they were not fully satisfied or after further information became available.
• Governance and performance management arrangements had been proactively reviewed and took account of current models of best practice.
• 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.
• There was a high level of constructive engagement with staff and a high level of staff satisfaction.
• Feedback from patients about their care and treatment was consistently and strongly positive.
• We observed a strong patient-centred culture.
• The provider was aware of and complied with the requirements of the Duty of Candour.

The areas where the provider should make improvement are:

• Ensure that fire drills are carried out as planned.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice