Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Acton Town Medical Centre on 5 December 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 a system in place for reporting and recording significant events. The provider was aware of the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.
• The practice had clearly defined and embedded systems to minimise risks to patient safety.
• Staff were aware of current evidence based guidance. Staff were appropriately trained and qualified and had the skills and knowledge to deliver effective care and treatment.
• Results from the national GP patient survey were mixed. The practice consistently scored below average for the quality of consultations with clinical staff and for patient involvement in decision making. The receptionists were rated very highly for being helpful.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients we spoke with 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 and routine appointments available within 48 hours.
• 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 sought feedback from staff and patients, which it acted on.

The areas where the provider should make improvement are:

• The practice should improve the management and control of diabetes among the practice population.
• The practice should record the monitoring checks it routinely carries out in relation to the emergency oxygen and defibrillator.
• The practice should ensure that the locum pack contains the key information that locum staff who are unfamiliar with the practice may need.
• The practice generally scored well on the national patient survey. However, it tended to score below average on questions about patient involvement in decision making. The practice should investigate this aspect of its service further with a view to improving the patient experience.

Professor Steve Field CBE FRCP FFPH FRCGP 

Chief Inspector of General Practice