Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Mahmood & Partners 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 analysing 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.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• The practice sought patient views as to how improvements could be made to the service, through the use of patient surveys, the NHS Friends and Family Test and the patient participation group (PPG).
• Information about services and how to complain was available and easy to understand.
• Patients said they sometimes found it difficult to make an appointment with a named GP. The practice had an action plan to improve access and had introduced a nurse-led triage system to manage the high demand for same day appointment requests.
• Urgent appointments were available the same day.
• The practice was wheelchair accessible, had good facilities and was well equipped to treat patients and meet their needs.
• The practice received a letter of congratulations from the local CCG for the considerable progress made in the Quality and Outcomes Framework (QOF) by the practice.
• 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 care plans are expanded to demonstrate effective service user engagement.
• Ensure staff receive up to date training in infection prevention and control.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

As part of our inspection we spoke with three people who used the service, five staff members; including one doctor, the registered manager and administration/reception staff. These are some of the things people told us:

"Impressive service can't praise it enough."

"I'm very pleased with the staff I see."

"I find the practice amazing."

In this report the name of a registered manager appears who was not in post and not managing the regulatory activities at this location at the time of the inspection. Their name appears because they were still a Registered Manager on our register at the time.

We found care and treatment was planned and delivered in a way that ensured people’s safety and welfare.

Staff had received abuse awareness training and procedures were in place to respond appropriately to any allegation of abuse.

Appropriate recruitment checks were in place prior to the employment of staff. We found people were cared for, or supported by, suitably qualified, skilled and experienced staff.

People had their comments and complaints listened to and where appropriate action had been taken.