Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Hackness Road Surgery on 7 November 2017 as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes. All staff were aware of incidents and the changes made to prevent the incident reoccurring. Incidents were discussed weekly.

• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.

• Staff involved and treated patients with compassion, kindness, dignity and respect. We observed staff dealing with patients in a caring and courteous manner.

• Patients found the appointment system easy to use and reported that they were able to access care when they needed it. Patients were able to book appointments up to six weeks in advance. Appointments could be booked in person, by telephone or online. Same day appointments were available each day for emergencies. On the day of the inspection there were still three appointments available in the afternoon.

• There was a strong focus on continuous learning and improvement at all levels of the organisation. The practice was keen to encourage staff to undertake further training and qualifications. An example was that recently one of the health care assistant had left to commence nurse training.

The areas where the provider should make improvements are:

• Improve infection control monitoring in the main and branch practice.

• Improve access to emergency equipment in the branch surgery.

• Ensure the storage of medical gas is labelled.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice