Letter from the Chief Inspector of General Practice

On 14 October 2014 we carried out an announced inspection of Palmerston Road Surgery, Buckhurst Hill, Essex under our new approach of inspection of primary medical services. We looked at whether the practice was safe, effective, caring, responsive and well-led.

We found that the practice was outstanding overall for providing responsive services andgood across all the other areas we looked at.

We also looked at how the practice provided services to different population groups. Overall we found the practice weregood. Wedid find thoughthat in relation to older people, those experiencing poor mental health and mothers and babiesthe practice was outstanding in being responsive to their needs.

Patients expressed a high level of satisfaction about the way the services were provided.

Our key findings were as follows:

• Practice staff were kind, caring and dedicated to providing high quality care and treatment.
• The appointment system was highly effective and patients across the population groups were very satisfied with it.
• Patients privacy and dignity was maintained.
• Additional support was provided for the elderly, those experiencing poor mental health and mothers and babies.
• There was visible strong leadership in place resulting in effective systems and processes that kept people safe and met the needs of the practice population. Infection control procedures kept patients and staff safe from a health care related infection.
• The practice worked well with other health care providers to achieve effective outcomes for their patients. Information sharing and communication with partner agencies helped support the levels of care and treatment received by patients.

However, there were also areas of practice where the provider should make improvements.

The provider should:

• Devise a practice risk assessment that reflects the risks at the practice to patients and staff.
• Ensure fire drills are practised at appropriate intervals throughout the year.

Professor Steve Field (CBE FRCP FFPH FRCGP)

Chief Inspector of General Practice