This practice is rated as Good overall. (Previous rating February 2016 – Good)

The key questions at this inspection are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? - Good

We carried out an announced comprehensive inspection at Hollygreen Practice on 17 October 2018 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.
• 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.
• Some patients reported difficulty getting through to the practice by telephone first thing in the morning . The practice was aware of this and taking measures to address it.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

We saw one area of outstanding practice:

• Practice staff had trained care home staff to take and record the resident’s vital signs to share with the GP when contacting the practice by telephone. This assisted the GP in calculating the early warning score and deciding the most appropriate response. For example, taking and recording the resident's blood pressure, temperature, respiratory rate and pulse readings.

The areas where the provider

should

make improvements are: 

• Review the process to record on the patient record system the number of carers registered at the practice and those who circumstances may make them vulnerable to ensure they are up to date and accessible to all staff.
• Review the immunisation status and requirements of administrative and reception staff in line with the Green Book, Immunisation against infectious diseases for healthcare staff.
• Carry out checks of emergency medicines and equipment in line with the Resuscitation Council UK guidelines.
• Continue to review satisfaction with telephone access across all sites.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Hollygreen Practice on 25 January 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 told us that 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 one area of outstanding practice:

Patients consistently told us that the staff were very caring; we were told by one older patient that a member of staff delivered the medicine that he required urgently, during a period of very cold weather.

Professor Steve Field CBE FRCP FFPH FRCGPChief Inspector of General Practice