Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Tattenham Health Centre on21 September 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 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.
• Patients said they usually found it easy to make an appointment 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.
• The provider was aware of and complied with the requirements of the duty of candour.
• The practice participated in the hospital admission avoidance scheme and maintained a register of patients who were at high risk of a hospital admission.
• The practice encouraged and valued feedback from patients, the public and staff.
• The practice was part of a group of GP practices offering evening appointments until 9pm as well as weekend appointments, from two locations in Epsom and Leatherhead.
• Extended hours appointments were offered at the practice on Tuesdays and Wednesdays until 7pm.
• Results from the national GP patient survey showed patients felt they were treated with compassion, dignity and respect. The practice was above average for its satisfaction scores on consultations with GPs and nurses.
• Clinical staff were trained in the Mental Capacity Act 2005 and Deprivation of Liberty Safeguard (DOLS). The practice had developed their own mental capacity review template.

Areas where the provider should make improvements are:

• Continue with the planned programme of appraisals.
• Ensure the new system for the tracking and storage of prescriptions used in printers is maintained.
• Ensure staff are aware of the procedures to follow in the event of a fire at the practice.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice