Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Old Forge Surgery on 20 and 22 September 2016. 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 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 were able to get same day appointments.
• 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 practice had a very active patient participation group (PPG), which worked with the practice to make improvements.

We saw areas of outstanding practice.

A member of the practice staff had set up a ‘books on prescription’ system. This is a scheme run by The Reading Agency for the provision of a range of self-help books for people who were suffering a mental health condition.

The practice had really embracing community spirit and worked very closely with community groups. An example included the work they did with the Upper Teesdale Agricultural Support Service (UTASS), a local group who have a premise in the village, where they provide a range of service to several of the population groups.

5% of the practice population had been identified as carers and were being provided with options of health care, treatment and support.

However there were areas of practice where the provider needs to make improvements.

Importantly the provider should:

• Review frequency of Controlled Drug Checks in line with their practice standard operating procedures.

• Ensure medicines requiring refrigeration records of refrigerator temperatures are maintained in accordance with national guidance.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We spent time in the practice observing how it worked and speaking to patients, staff and stakeholders.

Patients told us they were always treated with care and respect. One person said, "Both doctors are really good doctors, I wouldn't change ever." They told us their views were listened to and their needs were fully met. We were told they could get an appointment easily and the reception staff were "very friendly." They told us they felt safe when they visited the surgery.

Staff we spoke with understood the safeguarding procedures for adults and children.

We saw the practice actively sought the views of patients through comments book and a very active patient participation group, and that changes to the service had been implemented as a result of patient feedback.

We saw the practice was up to date with infection control policies and procedures. When we spoke with staff they had a clear understanding how to reduce the risk of cross infection. The surgery was clean and well maintained.

Staff were provided with support, guidance and training to make sure they were able to carry out their role safely.

Care and treatment was planned and delivered in a way that ensured people’s safety and welfare.

We saw that the general practitioners were following national guidance as well as local Clinical Commissioning Group guidelines to make sure they were using best practice guidance.