Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at The Pines Surgery on 21 July 2016. Overall the practice is rated as good.

• There was an open and transparent approach to safety and an effective system in place for reporting and recording significant events.
• 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 found it easy to make an appointment with a named GP and there was continuity of care, 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 areas where the provider should make improvement are:

• Introduce a formal process to review and monitor infection control practices including regular training updates for all staff.

• Complete alteration work commissioned to make the appointment desk equality act 2010 compliant.

• Consider introducing a structure to clinical audit reports so the methodology findings and improvements are clear.

• Continue to identify and support additional carers.

• Continue to monitor patient survey results and ensure improvement to access to the practice over the phone.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice