Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Raquia Bano (known locally as Hillfields Health Centre) on 18 October 2016. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• There were clearly defined processes and procedures to ensure patients were safe and an effective system in place for reporting and recording significant events. They were fully reviewed at every staff meeting.
• Patients’ needs were assessed and care delivered in line with current guidelines. Staff had the appropriate skills, knowledge and experience to deliver effective care and treatment.
• The practice had good facilities and was well equipped to treat patients and meet their needs. Additional NHS services were available within the same building.
• Patients said GPs gave them enough time and treated them with dignity and respect.
• Patients said they were treated with dignity, respect and compassion. Patients were involved with decisions about their care and treatment.
• Urgent same day patient appointments were available when needed. All patients we spoke with and those who completed comment cards before our inspection said they were always able to obtain same day appointments.
• Information about how to complain was available and easy to understand. The practice received very few complaints from patients and reviewed complaints to ensure lessons were learned.
• Risks to patients were assessed and well managed.

The area where the provider should make improvement is:

• Explore ways of increasing the identification of carers.

• Continue to try and improve the number of patients attending breast and bowel screening.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice