Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Parkview Practice (formerly known as Parkview Centre for Health & Wellbeing: Dr Canisius & Dr Hasan) on 10 February 2016. The overall rating for the practice was requires improvement. The practice was rated good for providing caring and responsive services and requires improvement for providing safe, effective and well-led services. This was specifically in relation to some aspects of risk management, quality monitoring and governance arrangements.

The full comprehensive report on the 10 February 2016 inspection can be found by selecting the ‘all reports’ link for Parkview Centre for Health & Wellbeing: Dr Canisius & Dr Hasan on our website at www.cqc.org.uk.

An announced comprehensive inspection was undertaken on 31 October 2017. Overall the practice is now rated as good

Our key findings were as follows:

• There was an open and transparent approach to safety and a system in place for reporting and recording significant events.
• The practice had clearly defined and embedded systems to minimise risks to patient safety.
• Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
• Patient satisfaction survey information we reviewed showed patients felt the practice offered a good service and staff were helpful, friendly, attentive and polite and treated them with dignity and respect.
• Information about services and how to complain was available. Improvements were made to the quality of care as a result of complaints and concerns.
• Patients we spoke with said they found it easy to make an appointment with a named GP and there was continuity of care, with urgent appointments available the same day.
• The practice had accessible facilities and was equipped to treat patients and meet their needs.
• There was a 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 the requirements of the duty of candour. Examples we reviewed showed the practice complied with these requirements.

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

The provider should:

• Review the effectiveness of the arrangements for responding to medical emergencies as a collective with the other co-located practices in Parkview Centre for Health.

• Review current high exception reporting rates for long-term conditions with a view to moving to area average.
• Continue to monitor and improve Quality and Outcomes Framework (QOF) performance.
• Continue to encourage the uptake of cervical smears.
• Continue to encourage the uptake of childhood immunisations.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Parkview Practice on 11 and 19 March 2019 as part of our inspection programme.

We based our judgement of the quality of care at this service on a combination of:

•What we found when we inspected

•Information from our ongoing monitoring of data about services and

•Information from the provider, patients, the public and other organisations.

We have rated this practice as requires improvement overall.

We rated the practice as requires improvement for providing safe services because:

•The practice did not have clear systems and processes to keep patients safe.

•Receptionists had not been given guidance on identifying deteriorating or acutely unwell patients.

•The practice did not learn and make improvements when things went wrong.

We rated the practice as requires improvement for providing effective services because:

•The practice was unable to show that staff had the skills, knowledge and experience to carry out their roles.

•Some performance data was significantly below local and national averages.

We rated the practice as requires improvement for providing well-led services because:

•The practice did not have clear and effective processes for managing risks, issues and performance.

•We saw limited evidence of systems and processes for learning, continuous improvement and innovation.

We rated the practice as good for providing caring and responsive services because:

•Staff dealt with patients with kindness and respect and involved them in decisions about their care.

•The practice organised and delivered services to meet patients’ needs. Patients could access care and treatment in a timely way.

The areas where the provider must make improvements are:

•Ensure that care and treatment is provided in a safe way.

•Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

(Please see the specific details on action required at the end of this report).

The areas where the provider should make improvements are:

•Implement a systematic programme of clinical audit to measure and improve patient outcomes.

•Improve the identification of carers to enable this group of patients to access the care and support they need.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care