Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Kewal Krishan on 9 February 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, recording and addressing significant events.
• Staff understood and fulfilled their responsibilities to raise concerns and to report incidents and near misses.
• 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.
• The practice employed an advanced nurse practitioner who had extended training in sexual health and contraception to meet the needs of its higher than average younger population group.
• 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.
• 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.
• There was a clear leadership structure and staff felt supported by the 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 spoke with six patients who used the service during our visit. They told us they were treated with care and respect. One patient told us “The staff talk to me politely.” Another patient told us the staff made them feel welcome and they were polite and friendly. Patients told us that their privacy was always maintained, and the doctor was not disturbed during their appointment.

Patients told us they felt involved in their care. One patient told us “The GP listens and I am able to discuss problems with him and I feel involved with all decisions about treatment.” Another patient said “I feel comfortable and they don’t force me into anything, nice feeling and my dignity is respected.” However, one patient described their experience and as a result they felt that they hadn’t been listened to.

We saw that the practice was clean and tidy, and systems were in place to reduce the risk and spread of infection.

We looked at staff recruitment and saw that appropriate checks were undertaken before staff began work.

The registered provider had systems in place for monitoring the quality of service provision. There was an system for obtaining opinions from patients about the standards of the services they received. This meant that on-going improvements could be made by the practice staff. However, not everyone was happy with the service they received, as several patients felt they had to wait too long when booking an appointment with the GP.