Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Parkview Medical Centre on 18 April 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 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:

• Ensure the remaining non-clinical staff receive safeguarding training.

• Ensure staff training in health and safety and infection control is updated by July 2016.

• The provider should ensure the availability of chaperones is brought to patients’ attention. This relates to the reception/waiting area in particular.

• The provider should ensure the availability of a translation service is brought to patients’ attention.

• Ensure fire drills are carried out regularly

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice

People told us that they had choice about their treatment. The practice used the ‘choose and book’ computer system (this is an NHS service that shows patients which hospitals they can decide to be referred to) and where needed the GP helped people to choose a hospital that suited them. One person we spoke with told us, “you can go to Queens but there are other hospitals you can go to if you want.”

The people we spoke with were positive about the surgery. One person told us, “ the doctor has been brilliant, they are clear about my daughter’s treatment plan and often discuss things directly with the hospital”. Another person said “they are fine, they never do anything I don’t like”. People told us they do not have to wait long to speak to the receptionist when calling the surgery and that they were able to get an appointment within the next few days.

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. People told us that they felt safe at the surgery and felt comfortable with reporting any concerns they had to staff.

There were effective recruitment and selection processes in place. We found that the practice had checked people’s identity’s and had taken appropriate references before they started work.

People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. The practice had a Patient Reference Group (PRG) of 108 people who are contacted regularly to get their views on the surgery. The group had asked the surgery to consider developing a website. The surgery has now launched a website which gives people information and allows them to book appointments online.

We reviewed the information available to us about Dr DP Shah's Practice on 6 June 2019. We did not find evidence of significant changes to the quality of service being provided since the last inspection. As a result, we decided not to inspect the surgery at this time. We will continue to monitor this information about this service throughout the year and may inspect the surgery when we see evidence of potential changes.