We carried out an announced comprehensive inspection at Glovers Lane Surgery on 21 February 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 and good for all population groups.

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 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.

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

• Introduce a formalised system for review of consultations and prescribing for practice nurses.

• Increase the number of carers identified to ensure these patients are offered appropriate advice and support.
• Monitor the new telephone system and patient satisfaction with this.
• Engage with a representative sample of the patient population through the formation of a Patient Participation Group (PPG).

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

We carried out an announced comprehensive inspection at Glovers Lane Surgery on 12 November 2014 and at this time the practice was rated as good. However, breaches of a legal requirement were also found. After the comprehensive inspection the practice wrote to us to say what they would do to meet the following legal requirements set out in the Health and Social Care Act (HSCA) 2008:

• Regulation 21 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010, which corresponds to Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014;

On the 18 March 2016 we carried out a focused review of this service under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. The review was carried out to check whether the provider had completed the improvements identified during the comprehensive inspection carried out in November 2014. This report only covers our findings in relation to those requirements. You can read the report from our last comprehensive inspection by selecting the ‘all reports’ link for Glovers Lane Surgery on our website at www.cqc.org.uk.

The findings of this review were as follows:

• The practice had addressed all of the issues identified during the previous inspection.

• Appropriate recruitment checks had been carried out for staff and there were arrangements in place to ensure the GPs and nurses were registered with the relevant professional bodies.

• Improved systems had been put into place to ensure that staff were not allowed to undertake a chaperoning role without the necessary checks having been received.

Letter from the Chief Inspector of General Practice

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

This is the report of findings from our inspection of Glovers Lane Surgery. The practice is registered with the Care Quality Commission to provide primary care services.

We undertook a planned, comprehensive inspection on 12 November 2014 at the practice location in Magdalen Square, Netherton. We spoke with patients, relatives, staff and the practice management team.

The practice was rated as Good. They provided effective, responsive and compassionate care that was well led and addressed the needs of the diverse population it served.

Our key findings were as follows:

• The practice had a good track record for maintaining patient safety. Effective systems were in place to ensure patients were safe from risks and harm. Incidents and significant events were identified, investigated and reported. Lessons learnt were disseminated to staff. However improvements were required to ensure staff were safely recruited and required information was held in relation to staff.

• Patients spoke highly of the practice. They were very pleased with the individualised care given by all staff and told us staff were kind, compassionate and caring.

• The practice served a diverse population in a deprived area of Liverpool. The practice provided good care to its population taking into account their health and socio economic needs. Patients were listened to and feedback was acted upon. Complaints were managed appropriately.

• People’s needs were assessed and care was planned and delivered in line with current legislation.

• The practice continued to monitor, evaluate and improve services. They worked in collaboration with the CCG and NHS England. Staff enjoyed working for the practice and felt well supported and valued.

There were areas of practice where the provider needs to make improvements.

Importantly, the provider must:

• Take action to ensure its recruitment arrangements are in line with Schedule 3 of the Health and Social Care Act 2008 to ensure necessary employment checks are in place for all staff and these checks are relevant to their roles.

The provider should:

• Ensure audits follow a consistent format and are shared and disseminated across all staff and departments. The audit cycle should be fully completed in order to demonstrate actions taken have enhanced care and improvements have been made.
• Ensure the procedures for storage of paper patient records meet health and safety and fire regulations in accordance with the Department of Health's code of Practice for Records Management (NHS Code of Practice 2006) and other relevant guidance about information security and governance

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice