We carried out an announced comprehensive inspection at Newbury Group Practice on 4 September 2017. The overall rating for the practice was Good. The full comprehensive report on the September 2017 inspection can be found by selecting the ‘all reports’ link for Newbury Group Practice on our website at www.cqc.org.uk.

This inspection was a focused follow-up inspection carried out on 26 October 2018 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection on 4 September 2017. This report covers our findings in relation to those requirements and also additional improvements made since our last inspection.

Overall the practice remains rated as Good.

Our key findings were as follows:

• The practice provided emergency appointment slots daily, including slots for patients registered with long term conditions and as vulnerable. Parents of children under 12 requesting to see a clinician urgently were given a same day appointment.
• Walk-in appointments were available with the practice nurses.
• The most recent National GP survey scores showed the practice achieved mixed patient satisfaction scores.
• Arrangements with the local hospital ensured that patients attending the accident and emergency department for minor ailments, were redirected back to the practice who offered the patient a same day appointment with a clinical member of staff.

The areas where the provider should make improvements are:-

• Continue monitoring patient satisfaction levels with reference to how patients access services at the practice and the level of care provided at the practice following the results of the 2018 National GP Survey.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Newbury Group Practice on 10 March 2016. The practice was rated good for safe, effective and caring. However, they were rated requires improvement for responsive and well-led and therefore their overall rating for the practice was requires improvement. The full comprehensive report can be found by selecting the ‘all reports’ link for Newbury Group Practice on our website at www.cqc.org.uk.

We carried out this announced follow up comprehensive inspection on 4 September 2017.

The practice is rated as requires improvement for responsive, however overall the practice is now 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 a system in place for reporting and recording significant events.
• The practice had clearly defined and embedded systems to minimise risks to patient safety.

• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and 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.
• Patients we spoke with said they found it easy to make an appointment and there was continuity of care, 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 the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

The areas where the provider should make improvement are:

• Review the patient feedback including the results of the national GP patient survey with a view to improving the service.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Newbury Group Practice on 10 March 2016. Overall the practice is rated as requires improvement.

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 been trained to provide them with 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. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients said they found it difficult to contact the surgery by phone to book appointments
• Patients found the urgent appointment system for same day appointments chaotic.
• 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.

The areas where the provider must make improvement are:

• Review the telephone and booking system to ensure that patients are able to book appointments when needed. During our inspection carried out in October 2013 we fed back to the practice that patients were dissatisfied with the appointment booking and telephone systems and note that these issues had still not been addressed.

The areas where the provider should make improvement are:

• Consider a more formal approach to sharing learning from incidents and ensure they are regularly analysed to identify themes to prevent the same things happening again.

• Consider increasing GP sessions as both staff and patients felt that there was not enough sessions to accommodate the increased patient list.

• Ensure that all patients receive a written apology when complaints are made.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

People said that clinicians explained tests and treatments to them in a way they understood and they were able to ask questions. People expressed their views and were involved in making decisions about their care and treatment. One person said "they do listen to my opinion and what I have to say." People were dissatisfied with the appointment booking and telephone systems. We noted that the service had acknowledged the issues and was taking reasonable steps to address them.

People’s needs were assessed and care and treatment was planned and delivered in line with their individual treatment plan. People said they were satisfied with the care and treatment they received and that it met their needs. Comments included "they're fantastic" and "the doctors are not bad, they do their job."

People were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. People said they felt safe and comfortable with all of the staff. There were effective systems in place to reduce the risk and spread of infection. One person said "they're not too bad, they did (the premises) up a few years ago" and "the doctor's consulting rooms are clean."

People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. One person said "we can make suggestions about how things can be improved and they listen."