Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at North Chelmsford Healthcare Centre on 27 June 2017. Overall, the practice is rated as good.

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

• Staff members knew how to raise concerns, and report safety incidents.We saw these were reviewed, analysed, and monitored to avoid re-occurrences.
• Safety information was appropriately recorded; learning was identified and shared with all staff.
• The infection control policy met current guidance and audits had been undertaken to review, analyse and monitor effectiveness.
• Clinical audits were undertaken and we saw completed cycles enabling improvements to be measured.
• Risks to patients and staff had been assessed, documented and acted on appropriately. These had not been reviewed by the practice to check for themes or trends.
• Staff assessed patient care in line with current evidence based guidance.
• Staff showed they had the skills, knowledge, and experience to deliver effective care and treatment.
• Patients said they were treated with compassion, dignity, respect, and involved in their care and treatment decisions.
• Information about the practice services and how to complain was available at the reception desk and on the practice website in easy to understand formats. However, complaints were not monitored to understand any trends, or to avoid re-occurrences.
• The practice was aware of and complied with the requirements of the duty of candour when dealing with complaints and significant events in an open and honest manner.
• Patients said they were able to make an appointment with a GP and they received continuity of care. Patients also told us they had access to urgent on-the-day appointments.
• The practice facilities, and equipment was appropriate to treat patients and meet their needs.
• There was a clear leadership structure and in addition, staff members felt supported by the GPs and practice management team.

The areas where the provider should make improvements are:

• Risks to patients and staff should be reviewed regularly.
• Complaints should be reviewed to understand any trends, and avoid re-occurrences.
• Improve the identification of patients who are carers and provide them with support and guidance.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice