Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Dr Rashpal Dosanj on 4 August 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. However the documentation lacked detail about the subsequent learning and the action taken to improve.

• 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.

• Prescription stationery was not being recorded and tracked in accordance with national guidance.

• 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.

  However there were areas of practice where the provider should make improvements:

• The practice should maintain a consistent approach to recording both significant events (including associated learning and actions) and patient safety alerts (including actions taken).

• The practice should maintain an audit trail to safely manage blank prescription stationery.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

On the day of our announced inspection we spoke with seven patients and four members of staff.

People were satisfied with the appointment system and, when necessary, were given an appointment on the same day. People told us they were able to get through to the surgery on the telephone easily and said reception staff were friendly and helpful. One person told us: “I can always get through on the phone without having to wait for long.”

We saw that patients’ views and experiences were taken into account in the way the service was provided and that they were treated with dignity and respect. When patients received care or treatment they were asked for their consent and their wishes were listened to.

The practice was clean and well organised. Processes were in place to minimise the risk of infection. There were also processes in place for monitoring the quality of service provision. There was an established system for regularly obtaining opinions from patients about the standard of the service they received.

There was a complaints procedure in place and although none of the people we spoke with had needed to complain, they knew how to do so. One person told us: “I’ve been a patient here and at the earlier building since 1948 and I’ve never been dissatisfied with them.”