This practice is rated as Good overall. (Previous rating June 2015 – Good)

The key questions at this inspection 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 N Hayward and Partners on 7 June 2018 as part of our inspection programme.

At this inspection we found:

• The practice had a range of 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. However, we saw that occasionally, this approach was not consistently followed.
• 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.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it. The practice had made a number of improvements as a result of patient feedback.
• Complaints were managed effectively with an open and transparent approach. We saw that apologies were made and improvements to patient care implemented as a result.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.
• The provider received positive feedback from the staff who worked there. We saw that there was effective leadership and strategic planning. People felt valued and listened to.
• The provider worked effectively with other partners to provide a range of high quality services to meet the needs of their population.

The areas where the provider should make improvements are:

• Review and improve the arrangements for supporting locum doctors.
• Implement a written staff vaccination policy across the practice to be assured that all relevant staff have been offered the appropriate immunisations in line with national guidance.
• Take action to develop a comprehensive and systematic risk assessment across the operation of the practice. This would include building safety and potential risks posed to staff and members of the public; to be assured that health and safety matters are appropriately identified and acted upon.
• Take action to improve the documented learning and review of significant events across the practice.

Professor Steve Field CBE FRCP FFPH FRCGP
Chief Inspector of General Practice

Please refer to the detailed report and the evidence tables for further information.

Letter from the Chief Inspector of General Practice

We carried out an announced inspection visit on 17 February 2015 and the overall rating for the practice was good. The inspection team found after analysing all of the evidence the practice was safe, effective, caring, responsive and well led. It was also rated as good for providing services for all population groups.

Our key findings were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.

• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.

• Patients said staff were caring and respectful; they were involved in their care and decisions about their treatment.

• The service was responsive and ensured patients received accessible, individual care, whilst respecting their needs and wishes.

• Patients said they found it easy to make an appointment, with urgent appointments available the same day.

• 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.

We saw areas of outstanding practice including:

• The practice recognised patients may struggle reading electronic screens or navigating to consulting rooms. Therefore, all GPs and nurses personally collected their patients from the waiting room.

• To help minimise the disruption to the routine of new mothers and their babies, they were offered combined postnatal and baby appointment, together with baby immunisations.

• The practice hosted the North Bradford Drug Service; one of the GPs partners had received additional training in this area and was a Substance Misuse and a Drugs Service prescriber. This helped improve clinical services for patients by reducing delays, improving access and keeping care closer to home.

• Where patients who had dementia were attending the practice for an appointment, the practice phoned them on the day as a reminder.

• The practice collected for a community food bank for people in acute need. Access to translation services and a hearing loop were available when required.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice