This practice is rated as Good overall. (Previous inspection 5 January 2016 – Good)

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at Dr Margaret McKenna and Partners known as Norfolk Park Medical Practice on 10 April 2018 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect and patient feedback was positive about the care they received.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• Structures, processes and systems to support good governance and management were clearly set out, understood and effective.
• There was a clear leadership structure and staff told us they felt respected, supported and valued. They felt part of a team and were proud to work in the practice.

The areas where the provider should make improvements are:

• Review the system for actioning and monitoring safety alerts.
• Review the process for recording in the medical record when children do not attend their hospital appointment.
• Implement a system to monitor what training staff have received and when it is due.

• Include the management team in the annual appraisal process.

Professor Steve Field

CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Margaret McKenna and Partners, also known as Norfolk Park Medical Practice on 5 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, with the exception of those relating to recruitment checks.
• 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.
• 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 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, with the exception of the open plan waiting area where conversations at the reception desk could be overheard.
• 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 improvements are:

• Maintain a record of the immunity status of all clinical staff.

• Review ways to reduce hearing what is being said at the reception desk in the waiting room.

• Clinical staff should have a Disclosure and Barring service (DBS) check for the practice where employed.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice