Letter from the Chief Inspector of General Practice

We carried out an inspection of Glenside Medical Practice on the 4 November 2016. This inspection was performed to check on the progress of actions taken following an inspection we made on 8 December 2015. During the December 2015 inspection we identified the practice needed to improve the availability of non-urgent appointments by improving telephone access, in line with patient feedback. Following that inspection the provider sent us an action plan which detailed the steps they would take to improve the patient experience. During our latest inspection on 4 November 2016 we found the provider had made the necessary improvements.

This report covers our findings in relation to the requirements and should be read in conjunction with the report published on 25 February 2016. This can be done by selecting the 'all reports' link for Glenside Medical Centre on our website at www.cqc.org.uk

Our key findings at this inspection were as follows:

• The practice had improved the availability of non-urgent appointments by improving telephone access in response to patient feedback.

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 Glenside on 8 December 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.
• 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.

The area where the provider should make improvements is:

• Improve the availability of non-urgent appointments by improving telephone access, in line with patient feedback. Audit and evaluate the improvement.

• Professor Steve Field (CBE FRCP FFPH FRCGP) 

  Chief Inspector of General Practice