Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Liquorpond Surgery on 21December 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. However it was not recorded that learning was cascaded to staff.
• 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.
• The practice was responsive to the needs of patients and tailored its services to meet those needs.
• The practice had engaged with the migrant population to help them understand the services available to them.
• 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 found it easy to make an appointment with a GP and there was continuity of care, with urgent appointments available the same day. However there was dissatisfaction with the telephony system which meant that it was sometimes difficult to get through on the telephone.
• 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.
• There was strong emphasis on learning and improvement.
• The provider was aware of and complied with the requirements of the duty of candour.
• Patient records in paper format were not stored in a manner that ensured their security.

The areas where the provider should make improvement are:

• Keep records to show that learning from serious events and complaints is cascaded to staff.

• Implement a system to show that staff had read policies.

• Complete a full fire drill at a time when patients are present in the premises.

• Should consider an alternative means of calling patients for their consultation to cater for those with a hearing impairment.

• Should inform the Care Quality Commission when appropriate storage cabinets for patient records in paper format have been installed.

• Continue to address the issues with the telephone system to enhance patient access.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice