Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Family Surgery on 20 July 2017. Overall the practice is rated as good.

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

• The practice had been an established traditional surgery, owned by a single handed GP for many years, who had recently retired. The practice was now owned by a new partnership of three GPs. There had been a change in the staffing structure and new systems were in the process of being implemented.
• There was an open and transparent approach to safety and a system in place for reporting and recording significant events.

• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
• Patients we spoke with and Care Quality Commission (CQC) comment cards reviewed indicated that patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients we spoke with said they found it easy to make an appointment. Urgent appointments were available the same day.
• 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 the requirements of the duty of candour.

The areas where the provider should make improvement are:

• Implement a system for monitoring all equipment used for medical emergencies.
• Have a written protocol for managing uncollected prescriptions and ensure uncollected prescriptions are monitored and reviewed in a timely manner.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice