Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr P Ward and Partners (also referred to as Mount Avenue Surgery) on 20 April 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 investigating and responding to significant events.
• Lessons were shared amongst the practice team to make sure action was taken to improve safety in the practice. However, where actions were assigned and reviewed the date of completion was not consistently recorded.
• Medical safety alert information was actioned, reviewed and overseen by a lead GP.
• Risks to patients were assessed and well managed through annual risk assessments and audits.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance.
• Staff had been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment to undertake their roles and responsibilities .
• Patients said the staff cared and they were consistently treated with compassion, dignity and respect. They were involved in their care and decisions about their treatment.
• There was a high rate of non-attendance by patients for appointments and some patients reported difficulties making an appointment. The practice consistently reviewed the accessibility of their service and ensured urgent appointments and home visits were available the same day.
• Information about services and how to complain was available and easy to understand. Complaints were thoroughly investigated in a timely and transparent manner. Improvements were made to the quality of care as a result of complaints and concerns.
• 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 the partners, practice manager and their colleagues.
• The practice welcomed and valued feedback from staff and patients, which it discussed with them and acted on.

The areas where the provider should

• Ensure where actions are assigned after the analysis of significant events, these are reviewed and completion dates are documented.
• Regularly check the battery for the defibrillator to ensure it is charged.
• Revisit the findings of clinical audits to confirm patients are receiving appropriate monitoring.

• Document their business plan so there is a clear written strategy for the future.

• Improve the identification of carers.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice