Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Harbour View Healthcare on 10 January 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 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 been trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• The practice placed a strong emphasis on treating both patients and staff with compassion.
• The national GP survey highlighted that patients felt 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. Improvements were made to the quality of care as a result of complaints and concerns.
• The national GP survey highlighted that patients found it easy to make an appointment with a named GP 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.
• The practice had a clear vision to create a sustainable and resilient practice for the future and improved patient care as a result of the merger of its two former entities Adur Medical Group and Church View Surgery.
• 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.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

This inspection visit was undertaken by two compliance inspectors.

We spent time talking with patients and observing interaction between staff and patients. We reviewed records and systems and looked at the environment at the main location and at the branch facility, to assess how this impacted on the service delivery.

We spoke with five patients who had attended the practice on the day of the inspection. A patient member of the Patient Participation Group (PPG) also attended the practice to talk with the inspectors. We spoke with two GPs, a practice nurse, a receptionist, the deputy practice manager and the practice manager. We also spoke with the community matron who used an office at the location.

Patients told us that they felt well informed and involved in making decisions about their care and treatment. They said that all staff were approachable. Confidentiality was protected. Patients were happy with the care and treatment they had received and valued the local services provided. One patient said, “The service is excellent. All the staff are friendly and the doctors are approachable.” Another patient said, “The care I have received from everyone has been incredible, I am consulted with and listened to.”

We looked at the processes that the practice had in place to ensure the patients were protected from abuse. We saw that processes were established that ensured staff had an understanding of abuse and what to do if it was suspected.

Staff told us that they had training and development opportunities and they were well supported by the provider. We saw evidence of training undertaken and planned training.

The practice had procedures in place to review the quality of the service provided. These processes had ensured information provided was used to improve the service.