Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Lanfranc Medical Centre on 13 January 2017. Overall the practice is rated as good.

Our key findings across all the areas we inspected were as follows:

• Staff were open and transparent and committed to reporting incidents and near misses.
• Learning was based on analysis and investigation of any errors and incidents. The practice acted on its findings to improve the service.
• The practice had effective systems in place to minimise risks to patient safety.
• Staff were aware of current evidence based guidance. Staff had the skills and knowledge to deliver effective care and treatment.
• Patient feedback indicated that patients were treated with compassion 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.
• The service was accessible. Patient feedback was positive about the ease of getting an appointment. Urgent appointments were available the same day.
• The practice had adequate facilities and was 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 areas where the practice should make improvement are:

• The practice should consider holding more regular practice meetings. This would enable a fuller discussion among the full team, for example about learning from significant events.
• The practice should consider making more use of interpreting services to communicate with patients who do not speak English well, for example to ensure that patients are able to give informed consent to treatment.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice