Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Grove Surgery on 16 August 2017. 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 a system in place for reporting and recording significant events. Events were discussed with those involved in the significant event.
• The practice had clearly defined and embedded systems to minimise risks to patient safety.
• The practice held monthly multidisciplinary team meetings to discuss safeguarding.
• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
• The practice performance for the Quality and Outcomes Framework scores was above local and national averages.
• The practice uptake for cervical screening was lower than local and national averages.

• Patients we spoke with told us they were treated with care, dignity and respect.

• The results of the GP patient survey, published in July 2017, were lower than local and national averages for several aspects of care. However, the practice had a clear action plan in place to address this, including a practice specific survey.

• The practice had a bereavement process which included the review of recently bereaved patients and their families in multidisciplinary team meetings.

• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns. The practice discussed complaints in clinical meetings.

• Patients we spoke with said they found it easy to make an appointment and 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. Translation services were also available.

• 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 the requirements of the duty of candour; we saw evidence which showed the practice complied with these requirements.

The areas where the provider should make improvements are:

• Continue to act on and ensure improvement to national GP patient survey results to improve patient satisfaction.

• Continue to encourage patients to attend appointments for all cancer screening. 

• Review the practice process relating to exception reporting of patients with a long term condition to ensure all patients are followed up.

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 Grove Surgery on 3 March 2016. 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 areas of outstanding practice:

• GPs provided where appropriate, home visits for patients requiring end of life care at weekends and bank holidays. GPs each had a GP buddy for peer review and support. In addition GPs provided support to each other, nursing and admin staff through daily meetings to review care and treatment. This had led to better outcomes for patients, particularly those in receipt of palliative care.

• Further to patient demand appointments with all GPs and nurses were extended to 15 minutes per appointment.

• The practice information technology team attended local schools to speak with sixth form students about health services available in the area, and oversaw the practice social media pages. The practice posted information such as opening times, practice news, recruitment, health news and up coming open days and meetings.

• The practice’s uptake for the cervical screening programme was 89%, which was above the CCG average of 77% and the national average of 81%. There was a policy to offer telephone reminders for patients who did not attend for their cervical screening test. The practice demonstrated how they encouraged uptake of the screening programme by using information in different languages. Patients with a learning disability were given bespoke support to attend. A female sample taker was made available for patients.

The areas where the provider should make improvement are:

Ensure patients waiting for their appointments in all areas of the practice can be clearly seen by reception staff to ensure patients whose health might deteriorate can be seen by staff.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice