Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at the Coltishall Surgery and its branch in Spixworth, on 26 July 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 but there was improvement required around patient supervision in certain areas of the practice and patient information required improved storage.
• 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.
• 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:

• Ensure patients in the waiting rooms and throughout the premises are monitored, in case they become suddenly unwell.
• Ensure the dispensary area is secure and supervised at all times with access for designated staff only.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

During our inspection we visited the main surgery at Coltishall but did not visit the branch surgery in Spixworth.

We spoke with 13 people whilst they were awaiting their appointments to see a GP or a nurse. They all told us that they had very positive experiences of the service and were satisfied with the treatment provided and with the respectful attitude shown by all staff working at the practice.

People had received care and treatment after they had been assessed and examined.

Safeguarding policies and staff training were appropriate to ensure that children and vulnerable adults would be protected from abuse.

The premises were well maintained, comfortable and appeared clean. Overall, the premises were a safe and suitable environment for people and for staff to work in.