This practice is rated as Requires Improvement overall.

The key questions at this inspection are rated as:

Are services safe? – Requires Improvement

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Requires Improvement

We carried out an announced comprehensive inspection at The Haven Practice on 12 December 2018 under Section 60 of the Health and Social Care Act 2008, as part of our regulatory functions. The inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

At this inspection we found:

• There was an effective system for reporting and recording significant events.
• The practice’s systems, processes and practices did not always help to keep people safe.
• Risks to patients, staff and visitors were not always assessed, monitored and managed in an effective manner.
• Staff did not always have the information they needed to deliver safe care and treatment to patients.
• There were arrangements for managing medicines in the practice to keep patients safe.
• The practice learned and made improvements when things went wrong.
• Reception staff had not received training and were not aware of actions to take if they encountered a deteriorating or acutely unwell patient.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Patients were able to access care and treatment from the practice within an acceptable timescale for their needs.
• Results from the national GP patient survey showed that patients’ satisfaction with how they could access care and treatment was higher than local and national averages.
• There were clear responsibilities, roles and systems of accountability to support good governance and management.
• Governance arrangements were not always effective.
• The practice involved patients, the public, staff and external partners to support high-quality sustainable services.

The areas where the provider must make improvements are:

• Ensure care and treatment is provided in a safe way to patients.
• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

The area where the provider should make improvements are:

• Provide awareness training for reception staff on the ‘red flag’ sepsis symptoms that might be reported by patients and how to respond.
• Consider carrying out an in house patient survey to address some of the results and comments received by patients during our inspection and in the Friends and Family test.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Please refer to the detailed report and the evidence tables for further information.