Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Oakenhall Medical Practice on 16 June 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. Learning outcomes were shared with staff.
• Risks to patients were assessed and well managed. These included systems to manage health and safety matters such as checking that equipment was working and safe to use and infection control measures.
• Staff assessed patients’ needs and delivered care in line with current evidence based guidance. Clinical audit helped to drive quality improvement. Staff had been trained and had 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. Patient feedback was positive regarding the standard of care received.
• 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.
• Whilst patients said access to appointments could be difficult, they also said they found it easy to make an appointment with a named GP. There was continuity of care, with urgent appointments available the same day including telephone consultations.
• The practice had good 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 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 should make improvement are:

• Take more proactive steps to improve QOF performance.

• Continue to review arrangements to address all the issues raised in the national patient survey, particularly in relation to access and reception staff helpfulness and attitude. The provider should assess whether measures taken have proved successful.

• Review the arrangements in reception to reduce the risk of conversations with patients being overheard.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice