Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Suthergrey House Medical Centre on 18 January 2017. The overall rating for this service is good.

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

• The practice was aware of and provided services according to the needs of their patient population.
• Risks to patients were assessed and well managed.
• Patients told us they were treated with dignity and respect and that they were fully involved in decisions about their care and treatment.
• There were processes and procedures to keep patients safe. These included a system for reporting and recording significant events, keeping these under review and sharing learning where this occurred. However, reported accidents should be reviewed to identify any changes to practise and potential learning opportunities.
• The practice was aware of the requirements of the duty of candour and systems were ensured compliance with this.
• Staff received regular training and skill updates to ensure they had the appropriate skills, knowledge and experience to deliver effective care and treatment.
• Regular meetings and discussions were held with staff and multi-disciplinary teams to ensure that patients received the best care and treatment in a coordinated way.
• There was a clear leadership structure and staff told us they felt supported by management.
• There was a culture of openness and accountability.
• The practice had an active Patient Participation Group (PPG). The PPG was proactive in representing patients and assisting the practice in making improvements to the services provided.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• Information about services and how to complain was available and patients told us that they knew how to complain if they needed to.

However, the area where the provider should make improvement is:

• Take action to ensure that all accidents are reviewed so that all learning opportunities are maximised.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

During our inspection we spoke with seven patients and six members of staff.

When patients received care or treatment they were asked for their consent and their wishes were listened to. One patient told us: "Yes. On the odd occasion I have just checked with them before saying yes". We found that when minor surgery had been carried out that written consent had been requested from patients before the surgery had commenced.

We saw that patients' views and experiences were taken into account in the way the service was provided and that they were treated with dignity and respect. The patients we spoke with provided positive feedback about their care. A patient told us: "It's very good. it's not a problem". Patients received their medicines when they needed them.

Staff had received training in safeguarding children and vulnerable adults. They were aware of the appropriate agencies to refer safeguarding concerns to that ensured patients were protected from harm.

We found that staff had received appropriate training for the roles they carried out. They also had regular appraisals. This meant that they had been adequately assessed regarding their competency.

The provider had an established system in place for monitoring the quality of service provision. There was an established system to regularly obtain opinions from patients about the standards of the services they received. This meant that on-going improvements could be made by the practice staff.