Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr ASA Robinson and Partners (known as Whitehall Surgery) on 27 September 2016. Overall the practice is rated as good, and for providing safe, caring, responsive and well-led care for all of the population groups it serves. We have rated the practice as outstanding for providing effective services.

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

• The practice complied with the requirements of the duty of candour. (The duty of candour is a set of specific legal requirements that providers of services must follow when things go wrong with care and treatment.)
• There was an open and transparent approach to safety. All staff were encouraged and supported to record any incidents using the electronic reporting system. There was evidence of good investigation, learning and sharing mechanisms in place.
• Risks to patients were assessed and well managed.
• There were safeguarding systems in place to protect patients and staff from abuse.
• There was a clear leadership structure, staff were aware of their roles and responsibilities and told us the GPs and practice manager were accessible and supportive. There was evidence of an all-inclusive team approach to providing services and care for patients.
• Staff had the skills, knowledge and experience to deliver effective care and treatment.
• Patients’ needs were assessed and care was planned and delivered following local and national care pathways and National Institute for Health and Care Excellence (NICE) guidance.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• The practice staff had a good understanding of the needs of their practice population and were flexible in their service delivery to meet patient demands; such as providing additional GP appointments or telephone, face to face, Skype, E-consultations via Email

consultations when required.

• Patients said they found it easy to make an appointment. There was continuity of care and if urgent care was needed patients were seen on the same day as requested.
• Information regarding the services provided by the practice and how to make a complaint was readily available for patients.
• The practice sought patient views how improvements could be made to the service, through the use of patient surveys, the NHS Friends and Family Test and engagement with patients.

We saw some areas of outstanding practice:

• The practice had completed a significant number of two cycle audits which demonstrated good outcomes for patients. Over a period of two years and nine months the practice had documented 56 audits, of which 41 were full cycle, the other 15 were to be re run later this year or next year. We saw significant improvements to patient outcomes had been made as a result of this audit activity, including within the areas of palliative care and the prevention of diabetes.

• Care planning within the practice was comprehensive. Details in the plans included regular detailed reviews of the patient, early detection of any deterioration and changes in symptoms, collaboration and liaison between care providers, continuity of care with clinicians and nurses and evidence of the development of close relationships with patients and family/carers. Patient feedback in relation to the support they received was high.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice