Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Park Crescent Health Centre on 28 October 2015. 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.
• 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 told us they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment. However, we saw from results of the national GP patient survey than the practice was performing below the CCG and national average in patients feeling involved in their care.
• Patients told us they were able to get appointments when they needed them and were generally able to see their GP of choice. However, results from the national GP patient survey showed that patient’s satisfaction with how they could access care and treatment and getting to see their preferred GP was below local and national averages.
• Information about services and how to complain was available and easy to understand and the practice evidenced learning from complaints they had received.
• Patient feedback was mixed in relation to finding it easy to make an appointment with a named GP, with patients we spoke with on the day saying they hadn’t experienced any difficulties although results of the GP patient survey were lower than average in this area.
• Patients we spoke to told us 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 and complied with the requirements of the Duty of Candour.

The areas where the provider should make improvement are:

• To review national GP patient survey results and include areas of lower than average patient satisfaction in the practice action plan for the year.
• To address the needs of patients’ experiencing difficulty making an appointment with a named GP.
• To address the needs of patients’ experiencing difficulties getting through by phone.
• To address the needs of patients not satisfied with the convenience of their appointment and their overall experience of making an appointment.
• Take action to ensure that patients feel involved by their GP in their care.
• To ensure that a permanent practice management structure is in place moving forwards.
• To review the use of extended hours access appointments to ensure they are meeting the needs of all groups of patients including those of working age.
• To review the function of the PPG and work together with them to ensure they are active and their views are used to contribute to the development of the practice.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice