Letter from the Chief Inspector of General Practice

This is a focused follow-up inspection of the practice of Mrs Elaine Evans for areas within the key questions safe. We now found the practice to be good in providing safe services.

We carried out an announced comprehensive inspection at the practice of Mrs Elaine Evans on 31 March 2016. The rating for the practice was good. The full comprehensive report on the 31 March 2016 inspection can be found by selecting the ‘all reports’ link for Mrs Elaine Evans on our website at www.cqc.org.uk.

At our previous inspection on 31 March 2016, we rated the practice as requires improvement for providing safe services as the arrangements in place for managing the following issues were not adequate:

• The practice did not have oxygen available in case of emergencies.

• The practice did not have robust procedures and processes to make sure that patients are protected from harm.

In addition we identified the following issues the service should improve:

• The systems to record and share learning from significant events and complaints should be improved.

• The role of the infection control lead should be clarified to ensure regular practice led audits are undertaken.

• All staff should be aware of practice specific policies, such as the whistleblowing policy.

In line with agreed timescales the practice supplied documentary evidence to demonstrate how they had improved their practices in relation to the overview of safety systems and processes since the last inspection.

At this inspection we found that sufficient improvement had been achieved to update the rating for provision of safe services to good. The practice had addressed the breaches of regulation and was now compliant with all regulations. This report covers our findings in relation to those improvements.

Our key findings were as follows:

• Oxygen is now available to use in case of an emergency.

• The practice has robust procedures and processes to protect patients from harm.

• There are good systems to record information and track significant events and complaints.

• The practice manager has the lead role for infection control to ensure that regular infection control audits are carried out.

• Staff are aware of practice specific policies, such as the whistleblowing policy.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

This is a focused follow-up inspection of the practice of Mrs Elaine Evans for areas within the key questions safe. We now found the practice to be good in providing safe services.

We carried out an announced comprehensive inspection at the practice of Mrs Elaine Evans on 31 March 2016. The rating for the practice was good. The full comprehensive report on the 31 March 2016 inspection can be found by selecting the ‘all reports’ link for Mrs Elaine Evans on our website at www.cqc.org.uk.

At our previous inspection on 31 March 2016, we rated the practice as requires improvement for providing safe services as the arrangements in place for managing the following issues were not adequate:

• The practice did not have oxygen available in case of emergencies.

• The practice did not have robust procedures and processes to make sure that patients are protected from harm.

In addition we identified the following issues the service should improve:

• The systems to record and share learning from significant events and complaints should be improved.

• The role of the infection control lead should be clarified to ensure regular practice led audits are undertaken.

• All staff should be aware of practice specific policies, such as the whistleblowing policy.

In line with agreed timescales the practice supplied documentary evidence to demonstrate how they had improved their practices in relation to the overview of safety systems and processes since the last inspection.

At this inspection we found that sufficient improvement had been achieved to update the rating for provision of safe services to good. The practice had addressed the breaches of regulation and was now compliant with all regulations. This report covers our findings in relation to those improvements.

Our key findings were as follows:

• Oxygen is now available to use in case of an emergency.

• The practice has robust procedures and processes to protect patients from harm.

• There are good systems to record information and track significant events and complaints.

• The practice manager has the lead role for infection control to ensure that regular infection control audits are carried out.

• Staff are aware of practice specific policies, such as the whistleblowing policy.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We spoke with seven patients and a relative on the day of our visit.

All patients spoken with were complimentary of the practice and reported that they were happy with the standard of care and treatment they received.

Comments received from patients included: “Always treated with dignity and respect”; “Excellent service”; I have completed an NHS survey and also one distributed by the surgery”; “They look after me very well”; “I’ve been asked in the past for feedback and have no complaints”; “The staff look after me very well and are always helpful”; “I like the staff”; “I can always get an appointment”; “I am very happy with the service I have received”; “The staff understand me and my communication needs”; “One of the best practices I’ve ever been in”; “Dr Saravanan – He’s amazing. If they had an award I would nominate him”; “The practice has excellent receptionists”; “I’ve always managed to get an appointment quickly, especially if the matter is urgent” and “Referrals to secondary care are timely and I’ve never had to chase them up.”

The practice had electronic records in place to accurately describe the contact patients had with the service and the actions taken to provide appropriate care and treatment.

The practice provided patients with a range of health care information leaflets and information on the practice and the complaints procedure was on display in the waiting room.