We carried out an announced comprehensive inspection at Frinton Road Surgery on 01 August 2017. The overall rating for the practice was requires improvement. The full comprehensive report on this inspection can be found by selecting the ‘all reports’ link for Frinton Road Surgery on our website at www.cqc.org.uk.

This inspection was an announced comprehensive inspection carried out on 07 August 2018 and 02 October 2018 as part of our inspection programme and to follow up on breaches of regulations found at our previous inspection in August 2017. This report covers our findings in relation to those requirements and additional improvements made since our last inspection.

The provider of this location is Anglian Community Enterprise and they have four GP practice locations registered with the Care Quality Commission.

Overall the practice is now rated as Requires improvement

The key questions at this inspection are rated as:

Are services safe? – Good

Are service effective? – Requires improvement

Are services caring? – Requires improvement

Are services responsive? – Requires improvement

Are services Well-led – Requires Improvement

Our key findings were as follows:

• The practice had improved the system to act on patient safety and medicine alerts (MHRA) to ensure patient safety.
• The practice business continuity plan had been updated and reviewed to include relevant information.
• Data for the year 2017/18 reflected poor performance for patients with long term conditions and suffering from poor mental health. Most areas had not improved since the previous year. Unverified data shows a trend of improvement in care for patients with mental illness and diabetes but not for respiratory conditions.
• Recording, and the system to identify patients that were carers registered at the practice had improved. Further support was offered to assist carers.
• The practice had carried out their own patient survey to understand their patient’s level of satisfaction for their service and acted on the findings. We saw an action plan with actions taken that showed an improvement in patient’s opinions when they ran the survey six months later. However data from the national GP patient survey from August 2018 reflected low patient satisfaction in many areas.
• Leaders had the capacity and skills to deliver high-quality, sustainable care.
• Staff stated they felt respected, supported and valued.
• The practice had a realistic strategy and supporting business plans to achieve their priorities.

The areas where the provider must make improvements are:

• Ensure care and treatment is provided in a safe way to patients, by improving the effective management and care of patients with long term conditions and mental health.
• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care, to improve patient satisfaction with telephone access and appointments.

Professor Steve Field CBE FRCP FFPH FRCGP Chief Inspector of General Practice

Please refer to the detailed report and the evidence tables for further information.

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Frinton Road Surgery on 01 August 2017. Overall, the practice is rated as required improvement.

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

• Staff members knew how to raise concerns, and report safety incidents.
• Safety information was appropriately recorded; and learning was identified and shared with all staff.
• The infection control policy met national guidance.
• Risks to patients and staff were assessed, documented and acted on appropriately.
• The practice had arrangements and processes to keep adults and children safe and safeguarded from abuse.
• Staff assessed patient care in line with current evidence based guidance.
• The practice did not have a strong system to act on patient safety and medicine alerts (MHRA).
• Staff showed they had the skills, knowledge, and experience to deliver effective care and treatment.
• There were six clinical audits undertaken and we saw two completed cycles enabling improvements to be measured.
• Patients said they were treated with compassion, dignity, respect, and involved in their care and treatment decisions.
• Information about the practice services and how to complain was available in the waiting room, and on the practice website in easy to understand formats.
• The practice was aware of and complied with the requirements of the duty of candour when dealing with complaints and significant events in an open and honest manner.
• Patient satisfaction results published in the July 2017 national GP patient survey reflected that patients were not satisfied with the practice across a number of areas measured.
• The practice facilities, and equipment was appropriate to treat and meet patient’s needs.
• There was a clear leadership structure and in addition, staff members felt supported by the GPs and practice management team.

The areas where the provider must make improvements are:

• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.
• Ensure care and treatment is provided in a safe way to patients.

The areas where the provider should make improvements are:

• Improve the identification and recording of carers so that they can be offered support and guidance.
• Practice staff members contact details should be added to the practice business continuity plan.
• Improve the performance of the practice in relation to patients suffering from diabetes and poor mental health.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice