Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Hillview Surgery on 7 June 2016. Overall the practice is rated as good.

• 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.
• 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. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they could get an appointment within a reasonable time, however not always with a preferred GP and there was often a long wait after their appointment time to be seen.
• 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.

The areas where the provider should make improvement are:

• Ensure basic life support training is updated in line with national guidance annually for all staff.
• Continue to improve Quality and Outcomes Framework performance for chronic disease management.
• Continue to review the appointment system to further improve patient satisfaction with access.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice