Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Evergreen Surgery on 26 February 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. The provider was aware of and complied with the requirements of the duty of candour.
• 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 and had expanded the range of services available to patients.
• Patients said they were treated well at the practice and we received positive feedback about the practice. The practice scored well on the national GP patient survey for quality of consultations.
• Information about services and how to complain was available at the practice and easy to understand. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they found it easy to get through to the practice by telephone and their experience of making an appointment was good.
• Patients could consult a male or female GP and a translation service was available. Urgent appointments were 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, an open culture and staff said they were well supported. The practice proactively sought feedback from staff and patients, which it acted on.
• The practice was a training and teaching practice. Feedback from trainees and students about the quality of clinical education at the practice was very positive.

The areas where the provider should make improvement are:

• The practice should consider having a defibrillator on the premises in case of medical emergency.
• The practice should review its mechanisms for identifying patients with significant caring responsibilities and ensuring they have access to appropriate support.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice

There was an effective complaints system available. People were made aware of the complaints system.This was provided in a format that met their needs.

People who used the service understood the care and treatment choices available to them. They said they were able to express their views and were involved in making decisions about their care and treatment. One person said "they listen and explain in easy language." People said they were satisfied with the care and treatment they received and that it met their needs. Comments included "I'm happy with the quality of care." Care and treatment was planned and delivered in a way that was intended to ensure people’s safety and welfare.

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. People said they felt safe using the service. One person said "I feel safe, I don't feel uncomfortable at all."

There were effective systems in place to reduce the risk and spread of infection. People said they were satisfied with the cleanliness of the premises and with the hygiene practices of clinical staff.

The service did not have measures in place to make people aware of the procedure for making a complaint. We asked the service to take action to address this.