Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Philip Soares on the 19 January 2017. 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 been trained to provide them with 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. Improvements were made to the quality of care as a result of complaints and concerns.

• 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.
• 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.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

People who use the service understood the care and treatment choices available to them. People said that doctors took time to explain things to them and that they were able to ask questions. People we spoke with said they were usually able to get an appointment within a reasonable time frame. One person said "I called up today and they told me that I could have an appointment for today."

People were happy with the care and treatment they received from the service. Comments included "they are good doctors" and "they are very caring." We looked at records for four patients and saw that people's needs were assessed and treatment planned appropriately. People told us that where they had to be referred to a different service for treatment this was done smoothly and as quickly as possible and that all parties were kept informed about that person's needs at all stages.

People told us that they felt safe using the service and that if they had any concerns they would speak to the practice manager or principal GP. Staff we spoke with were aware of their responsibilities with regards to identifying and reporting any concerns about abuse. All staff had completed safeguarding training that was appropriate to their role within the last two years.

We saw that the service had a complaints policy in place however people told us they were not aware of the service's complaints procedure. People we spoke with said that they had not had any reasons to make a complaint about the service.