Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Milton House Surgery on 16 March 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 were positive about the standard of care they received and about staff behaviours. They said staff were supportive, kind and caring and that their privacy and dignity was respected.
• Information about services and how to complain was available and easy to understand.
• Patients gave a mixed response about access to the practice and appointments. However, all patients were positive about access to urgent appointments and appointments 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 sought feedback from staff and patients, which it acted on.
• The provider complied with the requirements of the Duty of Candour.

The areas where the provider should make improvements are:

• Take steps to improve access to routine pre-bookable appointments and access to the practice by telephone.
• Take steps to ensure that in future National GP Patient Surveys the practice’s areas of below local and national average performance are improved.
• Ensure that a documented policy on patient consent is in place.
• Take steps to ensure that hot water temperatures at the practice are kept within the required levels.
• Ensure that all staff complete a formal programme of infection control training.
• Ensure that arrangements are made, wherever possible, to meet patients’ language and communication needs and that all staff are aware of the services available. Also, ensure the practice is fully conforming to NHS England’s Accessible Information Standard (AIS) by 31 July 2016.
• Ensure that, where practicable and appropriate, all reasonable adjustments are made for patients with a disability in line with the Equality Act (2010). This may include the provision of a portable hearing loop.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice