Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at 8.30am on 23 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 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.
• 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 could get an appointment within a reasonable time with urgent appointments available the same day. However, an appointment with the principal GP was not always easy to book.

• 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.

The areas where the provider should make improvements are:

• Develop a formal strategy to deliver the practice vision.

• Review the long-term sustainability of current staffing levels.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

During this inspection, we spoke with three patients. They confirmed that they had been treated with respect and dignity and were satisfied with the services provided. One patient told us, "I find her very good. She is a very good GP. I have been treated with respect”. Another patient said, “The GP understand us and our culture. We are well treated and get good treatment”.

Patients said they received the care and treatment they needed. They said they had no problems getting an appointment to see a doctor although sometimes it took longer than they would like. Records indicated that patients were carefully assessed and their care and treatment had been carefully monitored. Reviews of care and treatment with the GP took place and these were recorded.

The practice had a recruitment policy. Essential checks had not been carried out on new staff working in the practice. Staff had been provided with essential training and updates. They were aware of action to take when responding to allegations or incidents of abuse.

The practice had an effective system to regularly assess and monitor the quality of service that patients received. Two recent patient surveys indicated that people were satisfied with the quality of services provided. There was a Patients’ Participation Group.