Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Holycroft Surgery on 9 December 2015. The practice is rated as good for safe, effective, caring, responsive and well-led. The overall rating is 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 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.
• Patients said they While urgent appointments were available on the same day, patients have said that they found it was not easy to make an appointment. The practice reports that it has a clear plan to improve access for patients., 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 the following areas of outstanding practice:

• The practice has a well developed auditfunction and was awarded in 2015 the first Research and Engagement award from the National Institute of Health Research (NIHR). This has helped the change in culture of the surgery to one where research is part of everyday clinical practice

• The PPG has identified individuals who take champion roles that are related to specific and commonconditions such as osteoporosis .This helps to encourage patients to attend specific clinics and receive treatement.Through this the practice had ensured that all (100%) of its patient who had osteoporosis were taking calcium supplements.

• The PPG actively participate in clinical activities for example they support the practice staff to ensure the smooth running of flu clinics by guiding patients through the process.

• The practice were holders of the Government Standard Customer Service Excellence Award.

• The practice offer Tailored Long term Care (TLC) ensuring patients are supported to access timely reviews for their long term conditions. Patients are provided with a personalised action plan recording results and jointly agreed goals.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice