Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Karen Nevin & Partners on 26 January 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 the skills, knowledge and experience to deliver effective care and treatment.

• Feedback from patients about their care was consistently and strongly positive.

• Information about services and how to complain was available and easy to understand

• Patients said they found it easy to make an appointment with a named GP and that 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.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We inspected The Villages Medical Centre to look at the care and treatment provided by staff to the patients. We spoke with four patients during our visit as well as eight members of staff (which included the practice manager and the registered manager). We also spoke to a member of the patient participation group and collected ten responses to a questionnaire that we left in the waiting area for patients.

Patients told us that staff always asked for consent before providing any care or treatment. We found that staff were knowledgeable about consent and what to do if a patient lacked capacity.

We found that patients received care and treatment that met their needs. Patients told us “They are very caring” and “They are always helpful.”

Patients told us that they felt safe at the Villages Medical Centre and had “No concern.” We found that staff were aware of procedures around safeguarding vulnerable adults and children. We saw that the practice had relevant safeguarding policies and guidance and there were two lead members of staff for safeguarding at the practice.

We saw that staff had received regular training and appraisal and staff told us they felt supported by the practice. Patients told us that they thought staff were competent and knowledgeable.

The practice had a complaints procedure which was made available to patients. None of the patients we spoke with or who completed our questionnaire had ever felt the need to make a complaint.