We carried out an announced comprehensive inspection at Drs Phillip, Harding and Eggitt, also known as the Oakwood Surgery on 29 January 2019 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

• what we found when we inspected

• information from our ongoing monitoring of data about services and

• information from the provider, patients, the public and other organisations.

We have rated this practice as good overall.

We found that:

• The practice provided care in a way that kept patients safe and protected them from avoidable harm.

• Staff were consistent in supporting patients to live healthier lives, including identifying those who needed extra support, through a targeted and proactive approach to health promotion and prevention of ill-health, and they used every contact with people to do so.

• Staff dealt with patients with kindness and respect and involved them in decisions about their care.

• The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.

• The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

We saw several areas of outstanding practice including:

• Innovation was encouraged to achieve sustained improvements in safety and continual reductions in harm. The practice had invited all practices in Doncaster, the Clinical Commissioning Group (CCG), community public health nurse and the local children's safeguarding board to their multidisciplinary education sessions.The topics of the sessions were determined by the participants but included examples and cases for calibration and trouble shooting.All staff were encouraged to attend, so shared learning could be, for example, from the receptionist or a GP.

• One of the GPs worked closely with Doncaster Children’s Trust to safeguard children and had received an award for partner of the year due to their extensive safeguarding work.

• Staff were consistent in supporting patients to live healthier lives, including identifying those who needed extra support, through a targeted and proactive approach to health promotion and prevention of ill-health, and they used every contact with people to do so. For example the practice had developed nine patient education videos based on patient’s needs which were available on social media and on their practice website. These videos were informative for both patients and the wider population. 662 people had signed up to the social media page and there were high numbers of people viewing the videos. For example a video demonstrating how to use a steroid cream had been viewed 10,928 times. practice had developed their own health videos which were displayed on the television in the waiting are

  he practice had undertaken two education sessions for patients with Diabetes. These sessions had a positive impact on the patients that had taken part. For example, the practice have seen patients take more responsibility for their overall health and patients have reported weight loss.

• The practice were trialling peer to peer support sessions with a couple of patients experiencing poor mental health led by one of the GP partners. The practice had seen a reduction in discharge letters from the out of hour’s service.

Whilst we found no breaches of regulations, the provider should:

• Ensure there is a system for tracking blank prescriptions

• Ensure appropriate risk assessments are undertaken

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced inspection visit on 13 January 2015 and the overall rating for the practice was good. The inspection team found after analysing all of the evidence the practice was safe, effective, caring, responsive and well led. It was also rated as good for providing services for all population groups.

Our key findings were as follows:

• Staff understood and fulfilled their responsibilities to raise concerns, and to report incidents and near misses. Information about safety was recorded, monitored, appropriately reviewed and addressed.

• Patients’ needs were assessed and care was planned and delivered following best practice guidance. Staff had received training appropriate to their roles and any further training needs had been identified and planned.

• Patients said staff were caring and respectful; they were involved in their care and decisions about their treatment.

• The service was responsive and ensured patients received accessible, individual care, whilst respecting their needs and wishes.

• Patients said they found it easy to make an appointment, with urgent appointments available the same day.

• 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.

We saw areas of outstanding practice including:

• The practice team had been trained in customer services to try to ensure a positive service for their patients.

• A member of staff has been trained by the practice to acts as their patients’ advocate. Patients discharged from hospital were contacted by this person. This personal contact helped to ensure any actions required were implemented immediately. In addition patients who needed support from other services were given the contact details. The advocate also had a role in trying to prevent hospital admission by proactively contacting patients at high risk of admission.

• Within the waiting area the practice had a clinical information booklet. This was for patients who wished to learn more about health.

• The practice was using Skype and emails to communicate with their patients. This helped to offer the patient other ways of accessing their GP and kept them up to date with information relating to the practice. One of the GPs was also using Twitter and Facebook for educational purposes.

• The practice had a dedicated emergency telephone number, for patients to access the service in the event of an emergency.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice