Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Armley Medical Practice on 23 August 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.
• Risks to patients were assessed and well managed.
• 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 in the main said they found it easy to make an appointment. There was continuity of care. Urgent appointments were available the same day. In addition to pre-booked appointments, ‘sit and wait’ sessions were provided twice a day and these patients were seen by the duty doctor.
• The practice list size was growing, and additional staff had been recruited to the practice. This meant that increased pressure was being placed on the practice’s facilities, although good use was made of the space available to staff. The facilities were appropriate 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.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We looked at care records and saw that patients were involved and consulted about their care from their first contact with the service. During the inspection we saw the service had procedures that the provider had put in place to ensure that patients were respected and involved in decisions about their treatment.

We discussed with staff how the service promoted and respected people's privacy and dignity. They told us how the service had policies in place with supporting training available which promoted privacy and dignity.

The reception desk was based in the waiting room. We observed reception staff interacting positively with patients. They welcomed patients and spoke politely to them and asked how they were. We observed that staff were conscious of the need to maintain patient confidentiality. We were told there was a separate room available if anyone wanted a private discussion with the practice staff.

We spoke with the GP who was able to explain how people who may not be able to give their consent would be supported. This included liaising with their carer and allowing longer appointments in order for the treatment to be explained.

The practice manager confirmed that the service can access interpreting services if this was needed.

The practice produced a quarterly newsletter which included information about opening times and how to provide feedback to the practice.