Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Heath Hayes Health Centre on 4 May 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.
• The practice had clearly defined and embedded systems to minimise risks to patient safety.
• 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.
• Results from the national GP patient survey showed patients were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients we spoke with said they were usually able to get an appointment with a GP when they needed one. Urgent appointments were available the same day and patients had access to appointments through the Cannock Practice Network Surgery.
• 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 the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

However, there were areas of practice where the provider should make improvements.

The provider should:

• Ensure that up to date blood results for high risk medicines are available to clinicians to assist with safe prescribing.
• Carry out a risk assessment to support the rationale for not stocking injectable medicines to treat nausea and vomiting or severe pain.
• Formalise and record clinical supervision which takes place between the nurse practitioner and GP.
• Introduce a system to record any audits of patient notes for consent to procedures.
• Review the issues around confidentiality in the waiting area at Heath Hayes Health Centre and consider ways to improve confidentiality.
• Ensure information regarding interpretation services is easily accessible to patients at both sites.
• Adopt a more proactive approach to identifying and meeting the needs of carers.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice