We carried out an announced comprehensive inspection at Firth Park Surgery on 5 December 2018 as part of our inspection programme.

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

• wwhat 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 and good for all population groups with the exception of patients whose circumstances may make them vulnerable which was rated outstanding.

We rated this population group as outstanding because:

• The provider was aware of its diverse patient group and had proactively implemented systems to screen and treat patients during their first contact with the practice.
• The practice had recruited bi-lingual staff who were given allocated time to support patients and encourage attendance at appointments, follow up failed attendance at appointments and assist with translation of hospital letters.

We found that:

• The practice provided care in a way that kept patients safe and protected them from avoidable harm.
• Patients received effective care and treatment that met their needs.
• Staff dealt with patients with kindness and respect and involved them in decisions about their care.
• The practice proactively organised and delivered services to meet patients’ needs.
• Patients could access care and treatment in a timely way although some patients told us they found it difficult accessing the practice by telephone early mornings.
• The way the practice was led and managed promoted the delivery of high-quality, person-centre care.

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

• Take action to ensure all staff receive a regular appraisal.
• Review patient feedback regarding accessing the practice by telephone.

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 comprehensive inspection at Firth Park Surgery on 10 November 2015. 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 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.
• Patients said they found it easy to make an appointment with a named GP and that 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.

We saw several areas of outstanding practice:

• There were a high number of transient patients from Eastern Europe, 16% of patients were from the Roma Slovak community, and their needs were met in a very caring and responsive way.

• Patient requests for a more accessible building were acted upon with the partnership funding major building work, reducing queueing and overcrowding.

• The practice identified that there was a high number of patients registered who had caring responsibilities, 23% of the practice population. The practice had a lead GP, who was the carer’s champion; it had a carer’s notice board for information and signposting. The practice worked closely with the community support workers to improve the holistic package of care received by patients with mental health needs and those living with dementia, actively offering advocacy and carer support to reduce social isolation. The practice carried out opportunistic visits to housebound patients to check on the health and wellbeing of the patients and carers.People whose circumstances may make them vulnerable were assessed and cared for effectively and close working relationships with health visitors and multi agency teams enabled these people and their families to be supported.

The areas where the provider should make improvements are:

• To ensure all staff that require a disclosure and barring check (DBS check) have one completed.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice